While Vision Plan Coverage and Cost Are the Primary Drivers of Overall Customer Satisfaction, Communications Also Has Substantial Impact

WESTLAKE VILLAGE, Calif.: 17 November 2015 — UnitedHealthcare ranks highest in customer satisfaction with vision plan carriers, performing particularly well in the coverage, cost and communication factors, according to the J.D. Power 2015 Vision Plan Satisfaction ReportSM released today. 

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

“Coverage and cost remain critical to satisfaction; however, the impact communication has on members should not be overlooked,” said Rick Johnson, director of the healthcare practice at J.D. Power. “Clear, frequent communications about the plan’s benefits helps members better understand how to use them and can also improve their perception of the plan’s value.” 

KEY FINDINGS 

  • High Satisfaction Fosters Member Loyalty: Among vision plan members who rate overall satisfaction outstanding (10 on a 10-point scale), 88% say they “definitely will” choose their current carrier in the future, compared with the report average of 40%.
  • Satisfaction with Communications Impacts Overall Satisfaction: When satisfaction with communications among vision plan members is 800 or above, overall satisfaction is 873, compared to 603 when communications satisfaction is 799 or below.
  • High Satisfaction Leads to Advocacy: When overall satisfaction among vision plan members is 800 or above, the average number of positive recommendations is 2.2, which is higher than the report average of 1.2.
  • Satisfaction Decreases Slightly: Overall satisfaction among vision plan members has decreased by 2 points to 707 from 709 in 2014. 

Vision Plan Rankings:

UnitedHealthcare (729) ranks highest, followed by EyeMed (712).

 The 2015 Vision Plan Satisfaction Report is based on responses from 1,998 vision plan members.

The study was fielded from September through October 2015. 

Media Relations Contacts

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

For more information about the 2015 Vision Plan Satisfaction Report,visit https://www.jdpower.com/industry/healthcare

About J.D. Power and Advertising/Promotional Rules www.jdpower.com/corporate

About McGraw Hill Financial www.mhfi.com 

Media Contacts:

John Tews

Troy, Michigan

(248) 680-6218