For commercial member health plans, the way members interact with their plan impacts overall member satisfaction. In 2020, we found that half of members did not contact their plan at all, and the 63% of members who did contact their health plan used only one channel. Those who utilized multiple channels of contact reported higher satisfaction with their plan, especially if one of those channels was a mobile app.
In general, satisfaction among commercial health plan members who use mobile apps and/or text messages is higher than those who exclusively use websites or phone.
Why this matters: Health plans have an opportunity to improve digital channels for existing users and to promote mobile apps as a primary channel for member contact. By expanding channel choice and promoting multiple channel use, plans can increase engagement which in turn leads to improved member satisfaction.
If you would like to discuss this trend further, or are interested in subscription details for the U.S. Commercial Member Health Plan Study, please do not hesitate to reach out.