Bain Certified Net Promoter Score® by J.D. Power now available!

How can health plans better understand their members’ needs and expectations when it comes to communicating with them throughout their relationship with the plan? How can they learn from best-in-class processes put in place by other health plans?

While member satisfaction has remained relatively stable year-over-year, the results of the J.D. Power 2018 U.S. Medicare Advantage Study identified specific opportunities for improvement, namely communication and provider choice. Member satisfaction with the information and communication from their Medicare Advantage plan declined significantly (-16 points) from 2017 to 2018 and fell to the lowest-scoring factor in the overall health plan experience.

The U.S. Medicare Advantage Study examines the experiences of more than 3,000 members of the largest Medicare Advantage plans in the United States. The insights gleaned from member responses help plans understand how each service event between the member and their health plan impacts overall value perceptions of the plan and identify critical service standards that drive higher member satisfaction and improve the bottom line.

What’s New in 2019?

This study has been redesigned in 2019 to focus on the topics and trends most relevant to health insurance today. Redesign highlights include:

  • Redesigned survey focused on important topics and trends
  • Enhanced quality and sophistication of data analytics to inform business decisions
  • Refreshed reporting with storytelling and compelling data visualizations to transmit meaning and significance to readers
  • Increased customization as the result of deeper client relationships


Net Promoter System®, Net Promoter Score®, NPS® and the NPS-related emoticons are registered trademarks of Bain & Company, Inc., Fred Reichheld and Satmetrix Systems, Inc.