The JD Power U.S. Healthcare Digital Experience Study (HDES) provides an objective assessment of health plan member satisfaction with plan provider digital experiences for both commercial plans and Medicare Advantage plans. The study sets a benchmark for leading carriers vs. their industry peers and explores overall website / mobile app functionality and the relative importance of various features and capabilities to plan members.
Benefits
Healthcare consumers are becoming more reliant on their health plan’s digital offerings for a variety of things including finding in-network physicians, understanding their coverage, and initiating telehealth visits. The Healthcare Digital Experience Study results help health plan providers understand how members feel about their user experience, where providers are missing the mark, and what best practices industry peers are providing to their members so they can optimize usage of these channels.
Healthcare consumers are becoming more reliant on their health plan’s digital offerings for a variety of things including finding in-network physicians, understanding their coverage, and initiating telehealth visits. The Healthcare Digital Experience Study results help health plan providers understand how members feel about their user experience, where providers are missing the mark, and what best practices industry peers are providing to their members so they can optimize usage of these channels.
Experiences Explored
The study explores health insurance digital satisfaction across 11 factors:
- Shopping (Medicare Advantage Only)
- Speed
- Logging in
- Account overview
- Profile management
- Reviewing plan details
- Finding a physician
- Telehealth
- Information/Content
- Navigation
- Visual appeal
The study explores health insurance digital satisfaction across 11 factors:
- Shopping (Medicare Advantage Only)
- Speed
- Logging in
- Account overview
- Profile management
- Reviewing plan details
- Finding a physician
- Telehealth
- Information/Content
- Navigation
- Visual appeal
Key Dates
- 2026 Study Fielding Begins: August 2025
- 2026 Final Results Publish: April 2, 2026
- 2026 Press Release: April 7, 2026
(Updated 07/08/2025)
Press Release & Award Information
JD Power issues national press releases highlighting key findings and top-to-bottom rankings from award-eligible studies. The brand(s) that rank highest in each award-eligible segment and meet predetermined award criteria will have the opportunity to enter into a licensing agreement through the JD Power Awards Program, which requires subscribing to the study as a prerequisite.
Brands that rank above the industry average for their segment and subscribe to the study earn the opportunity to commission a JD Power Performance Report. JD Power Performance Reports are customized, client-commissioned reports that highlight above-average performance by companies in JD Power syndicated studies. Each report is written and designed by JD Power, and features research findings and charts from the study, with a focus on sponsoring client's ranking and performance. Learn More
JD Power issues national press releases highlighting key findings and top-to-bottom rankings from award-eligible studies. The brand(s) that rank highest in each award-eligible segment and meet predetermined award criteria will have the opportunity to enter into a licensing agreement through the JD Power Awards Program, which requires subscribing to the study as a prerequisite.
Brands that rank above the industry average for their segment and subscribe to the study earn the opportunity to commission a JD Power Performance Report. JD Power Performance Reports are customized, client-commissioned reports that highlight above-average performance by companies in JD Power syndicated studies. Each report is written and designed by JD Power, and features research findings and charts from the study, with a focus on sponsoring client's ranking and performance. Learn More
Make decisions with confidence
Subscribers to this study have full access to benchmark reporting, competitor analysis, and more with PowerSource.
Subscribers to this study have full access to benchmark reporting, competitor analysis, and more with PowerSource.
Brands Targeted to be Profiled
Final list will be available upon publication.
(Updated 10/30/2025)
Final list will be available upon publication.
(Updated 10/30/2025)
Commercial Member Health Plans
- Aetna
- Blue Cross and Blue Shield of North Carolina (Blue Cross NC)
- Blue Cross Blue Shield of Massachusetts
- Blue Cross Blue Shield of Michigan
- Blue Shield of California
- CareFirst
- Centene
- Cigna Healthcare
- Elevance Health
- GuideWell
- HCSC
- Highmark
- Horizon Blue Cross Blue Shield of New Jersey
- Kaiser Foundation Health Plan
- Premera Blue Cross
- UnitedHealthcare
Medicare Advantage Plans
- Aetna
- Blue Cross and Blue Shield of Minnesota
- Blue Cross Blue Shield of Michigan
- Centene
- Cigna Healthcare
- Devoted Health
- Elevance Health
- GuideWell
- HCSC
- Healthfirst
- Highmark
- Humana
- Kaiser Foundation Health Plan
- Priority Health
- SCAN Health Plan
- UnitedHealthcare
- UPMC Health Plan
Recent Healthcare Press Releases
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JD Power studies, products, and services are available for purchase. If you’re interested in subscribing to a JD Power study or becoming a client, please fill out the form, and we'll be in touch. Questions? Click here to find the answers to frequently asked questions.
If you’ve received a JD Power survey and have questions or comments, please contact us here.
For all other inquiries, you can contact us here.