Press Release

Dental Plan Satisfaction Slightly Decreases, J.D. Power Finds

DentaQuest Ranks Highest in Customer Satisfaction for Fifth Consecutive Year

Customer satisfaction with dental plans slightly decreased in 2020, driven by decreases in customer service and reimbursement experience, according to the J.D. Power 2020 U.S. Dental Plan Satisfaction ReportSM, released today. Overall satisfaction decreases to 771 (on a 1,000-point scale) from 772 in 2019.

Study Rankings

DentaQuest (801) ranks highest with a score of 801. Aetna Dental ranks second (791) and HumanaDental ranks third (774).

The 2020 U.S. Dental Plan Satisfaction Report is based on responses from more than 1,100 dental plan members. The report was fielded in September 2020. The report, now in its seventh year, measures customer satisfaction with dental plan providers based on five factors (in order of importance): coverage; cost; communications; customer service; and reimbursement. While most dental care providers included in the study typically provide insurance coverage through the customers’ employer, DentaQuest largely provides government plans.

For more information about the Dental Plan Satisfaction Report, visit

J.D. Power is a global leader in consumer insights, advisory services and data and analytics. A pioneer in the use of big data, artificial intelligence (AI) and algorithmic modeling capabilities to understand consumer behavior, J.D. Power has been delivering incisive industry intelligence on customer interactions with brands and products for more than 50 years. The world's leading businesses across major industries rely on J.D. Power to guide their customer-facing strategies.

J.D. Power is headquartered in Troy, Mich., and has offices in North America, Europe and Asia Pacific. To learn more about the company’s business offerings, visit The J.D. Power auto shopping tool can be found at

Media Relations Contacts
Geno Effler, J.D. Power; West Coast; 714-621-6224; [email protected]
John Roderick; East Coast; 631-584-2200; [email protected]

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2020 U.S. Dental Plan Satisfaction Report
Media Contacts