Vision Plan Coverage and Cost Are the Primary Drivers of Overall Customer Satisfaction

WESTLAKE VILLAGE, Calif.: 20 November 2014 — UnitedHealthcare ranks highest in customer satisfaction with vision plan providers, performing particularly well in the coverage, cost and communication factors, according to the J.D. Power 2014 Vision Plan Satisfaction ReportSM released today.

The report, now in its second year, measures customer satisfaction with vision plan providers based on five factors (in order of importance): coverage, cost, communications, customer service and reimbursement. Satisfaction is calculated on a 1,000-point scale.

KEY FINDINGS

  • Among vision plan members who rate overall satisfaction outstanding (10 on a 10-point scale), 87 percent say they “definitely will” choose their current provider in the future, compared with the report average of 42 percent.
  • Among members who rate their overall satisfaction outstanding, the average number of positive recommendations is 3.5, an increase from the report average of 1.4.
  • Overall satisfaction among vision plan members is 709.

“While coverage is critical to satisfaction, members are also very sensitive to cost,” said Rick Johnson, director of the healthcare practice at J.D. Power. “It’s extremely important to provide clear communications about the plan’s benefits so members fully understand what they are paying for and the value of having the plan. When communications are clear and concise, satisfaction and loyalty metrics are likely to increase.”

Vision Plan Rankings:

UnitedHealthcare (732) ranks highest, followed by EyeMed (717).

The 2014 Vision Plan Satisfaction Report is based on responses from 3,063 vision plan members. The study was fielded from October through November 2014.

Media Relations Contact

John Tews; Troy, Mich.; 248-680-6218; [email protected]

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Media Contacts:

John Tews

Troy, Michigan

(248) 680-6218