Vision Plan Customer Satisfaction Declines, J.D. Power Finds

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Primarily driven by challenges with cost and coverage, overall satisfaction among vision plan members decreases by 4 points (on a 1,000-point scale) to 753 in 2018 from 757 in 2017, according to the J.D. Power 2018 Vision Plan Satisfaction Report.SM

“Convenience and reasonable costs are essential to having satisfied and loyal customers,” said Greg Truex, Managing Director and Healthcare Practice Leader at J.D. Power. “If vision insurers can find a way to bring down costs, specifically for contact lenses, as 84% of consumers find those costs are least reasonable and provide services to find an optometrist or ophthalmologist, they will have satisfied clients that are more likely to recommend their plan to others.”

Study Rankings

UHC/Optum and Highmark/Davis Vision/HM Insurance(773, respectively) rank highest in customer satisfaction with vision plan insurers, performing particularly well in the communication, customer service, and reimbursement factors for UHC/Optum; and in the coverage, and cost factors for Highmark/David Vision/HM Insurance. EyeMed (760) ranks third and VSP (749) ranks fourth.

The 2018 Vision Plan Satisfaction Report is based on responses from more than 1,000 vision plan members. The study was fielded in October 2018. The report, now in its fifth year, measures customer satisfaction with vision plan providers based on five factors (in order of importance): coverage; cost; communications; customer service; and reimbursement.

J.D. Power is a global leader in consumer insights, advisory services and data and analytics. These capabilities enable J.D. Power to help its clients drive customer satisfaction, growth and profitability. Established in 1968, J.D. Power is headquartered in Costa Mesa, Calif., and has offices serving North/South America, Asia Pacific and Europe. J.D. Power is a portfolio company of XIO Group, a global alternative investments and private equity firm headquartered in London, and is led by its four founders: Athene Li, Joseph Pacini, Murphy Qiao and Carsten Geyer.

 

 

 

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