Welcome!

News Feed Item

Kaiser Permanente Again Ranks No. 1 in Customer Loyalty in the 2014 Satmetrix Net Promoter® Benchmark Study

OAKLAND, Calif., March 19, 2014 /PRNewswire/ -- Kaiser Permanente received the highest customer loyalty ranking in the health insurance category based on the Satmetrix® 2014 Net Promoter® industry rankings, the company announced today. Kaiser Permanente received a Net Promoter Score of 40 points, 23 points higher than the industry average. This is the fourth consecutive year Kaiser Permanente has led the health insurance category.

Kaiser Permanente Logo

"Kaiser Permanente continues to be the leader in customer loyalty in the health insurance sector," said Brendan Rocks, data scientist, Satmetrix. "The company successfully has leveraged an innovative business model that combines insurance coverage with health care delivery in one coordinated service. Consumers cited positive aspects of the entire health care experience when sharing about their interactions with the Kaiser Permanente health plans, giving the company the highest scores in the industry on key measures, including 'acts in my best interest,' 'my policy gives me peace of mind' and 'treats customers fairly.' "

"We are very pleased to be recognized again this year by consumers across the country," said Arthur M. Southam, MD, executive vice president, Health Plan Operations for Kaiser Permanente. "Kaiser Permanente's integrated system and innovative technology enable us to respond to member preferences for how, when and where they want to receive care and service, resulting in a more personalized experience and higher satisfaction."

Firms identified as the satisfaction leaders in other industries include USAA, Amazon.com, Pandora, Costco, Wegmans, Apple, Tracfone, Southwest and Westin. The Satmetrix Net Promoter Benchmark rankings are based on survey responses from more than 24,000 U.S. consumers nationwide who indicated they had significant experience with a company's products or services in the previous 12 months. A company's Net Promoter Score, or NPS®, is based on customers' likelihood to recommend the company's product or service. NPS is the percentage of customers who are promoters, rating the company 9 or 10 on a 0 to 10 point scale, minus the percentage who are detractors, rating 6 or lower. 

Consumers also rated each company on various aspects of customer experience, including product or service features, customer service and overall value, enabling Satmetrix to analyze drivers of loyalty and performance gaps for each company.

This Satmetrix customer loyalty ranking is the most recent in a string of accolades for quality and service earned by Kaiser Permanente hospitals and health plans. In the past year:

  • Nineteen Kaiser Permanente hospitals were named 2013 "Top Hospitals" by The Leapfrog Group, an honor that recognizes medical centers for their outstanding success in areas such as reducing infection rates, safety practices, mortality rates for common procedures and measures of efficiency.
  • Kaiser Permanente Medicare and Commercial health plans received No. 1 rankings for 2013 in 29 effectiveness-of-care measures (13 for commercial plans, 16 for Medicare plans), far more than any other health plan in the nation, according to the National Committee for Quality Assurance's Quality Compass® dataset.
  • Kaiser Permanente's Medicare health plans received a 5-star rating from the Centers for Medicare & Medicaid Services, the highest ranking possible, in all of its geographical regions.
  • Kaiser Permanente was rated by the National Committee for Quality Assurance as having the five highest-ranked Medicare health plans in the nation.

About Kaiser Permanente
Kaiser Permanente is recognized as one of America's leading health care providers and not-for-profit health plans. Founded in 1945, our mission is to provide high-quality, affordable health care and to improve the health of our members and the communities we serve. We currently serve approximately 9.1 million members in eight states and the District of Columbia. Care for members and patients is focused on their total health and guided by their personal physicians, specialists and team of caregivers. Our expert medical teams are supported by industry-leading technology and tools for health promotion, disease prevention, care delivery and chronic disease management. For more information, go to: kp.org/share.

Contact:
Mark Camps
[email protected]
510-625-5624

Logo - http://photos.prnewswire.com/prnh/20130718/SF49717LOGO

SOURCE Kaiser Permanente

More Stories By PR Newswire

Copyright © 2007 PR Newswire. All rights reserved. Republication or redistribution of PRNewswire content is expressly prohibited without the prior written consent of PRNewswire. PRNewswire shall not be liable for any errors or delays in the content, or for any actions taken in reliance thereon.

Latest Stories
DevOps with IBMz? You heard right. Maybe you're wondering what a developer can do to speed up the entire development cycle--coding, testing, source code management, and deployment-? In this session you will learn about how to integrate z application assets into a DevOps pipeline using familiar tools like Jenkins and UrbanCode Deploy, plus z/OSMF workflows, all of which can increase deployment speeds while simultaneously improving reliability. You will also learn how to provision mainframe syste...
CloudEXPO New York 2018, colocated with DXWorldEXPO New York 2018 will be held November 11-13, 2018, in New York City and will bring together Cloud Computing, FinTech and Blockchain, Digital Transformation, Big Data, Internet of Things, DevOps, AI, Machine Learning and WebRTC to one location.
The best way to leverage your Cloud Expo presence as a sponsor and exhibitor is to plan your news announcements around our events. The press covering Cloud Expo and @ThingsExpo will have access to these releases and will amplify your news announcements. More than two dozen Cloud companies either set deals at our shows or have announced their mergers and acquisitions at Cloud Expo. Product announcements during our show provide your company with the most reach through our targeted audiences.
Cell networks have the advantage of long-range communications, reaching an estimated 90% of the world. But cell networks such as 2G, 3G and LTE consume lots of power and were designed for connecting people. They are not optimized for low- or battery-powered devices or for IoT applications with infrequently transmitted data. Cell IoT modules that support narrow-band IoT and 4G cell networks will enable cell connectivity, device management, and app enablement for low-power wide-area network IoT. B...
Traditional on-premises data centers have long been the domain of modern data platforms like Apache Hadoop, meaning companies who build their business on public cloud were challenged to run Big Data processing and analytics at scale. But recent advancements in Hadoop performance, security, and most importantly cloud-native integrations, are giving organizations the ability to truly gain value from all their data. In his session at 19th Cloud Expo, David Tishgart, Director of Product Marketing ...
DevOpsSummit New York 2018, colocated with CloudEXPO | DXWorldEXPO New York 2018 will be held November 11-13, 2018, in New York City. Digital Transformation (DX) is a major focus with the introduction of DXWorldEXPO within the program. Successful transformation requires a laser focus on being data-driven and on using all the tools available that enable transformation if they plan to survive over the long term.
What are the new priorities for the connected business? First: businesses need to think differently about the types of connections they will need to make – these span well beyond the traditional app to app into more modern forms of integration including SaaS integrations, mobile integrations, APIs, device integration and Big Data integration. It’s important these are unified together vs. doing them all piecemeal. Second, these types of connections need to be simple to design, adapt and configure...
Jo Peterson is VP of Cloud Services for Clarify360, a boutique sourcing and benchmarking consultancy focused on transforming technology into business advantage. Clarify360 provides custom, end-to-end solutions from a portfolio of more than 170 suppliers globally. As an engineer, Jo sources net new technology footprints, and is an expert at optimizing and benchmarking existing environments focusing on Cloud Enablement and Optimization. She and her team work with clients on Cloud Discovery, Cloud ...
The standardization of container runtimes and images has sparked the creation of an almost overwhelming number of new open source projects that build on and otherwise work with these specifications. Of course, there's Kubernetes, which orchestrates and manages collections of containers. It was one of the first and best-known examples of projects that make containers truly useful for production use. However, more recently, the container ecosystem has truly exploded. A service mesh like Istio addr...
Adding public cloud resources to an existing application can be a daunting process. The tools that you currently use to manage the software and hardware outside the cloud aren’t always the best tools to efficiently grow into the cloud. All of the major configuration management tools have cloud orchestration plugins that can be leveraged, but there are also cloud-native tools that can dramatically improve the efficiency of managing your application lifecycle. In his session at 18th Cloud Expo, ...
Transformation Abstract Encryption and privacy in the cloud is a daunting yet essential task for both security practitioners and application developers, especially as applications continue moving to the cloud at an exponential rate. What are some best practices and processes for enterprises to follow that balance both security and ease of use requirements? What technologies are available to empower enterprises with code, data and key protection from cloud providers, system administrators, inside...
With the proliferation of both SQL and NoSQL databases, organizations can now target specific fit-for-purpose database tools for their different application needs regarding scalability, ease of use, ACID support, etc. Platform as a Service offerings make this even easier now, enabling developers to roll out their own database infrastructure in minutes with minimal management overhead. However, this same amount of flexibility also comes with the challenges of picking the right tool, on the right ...
Nicolas Fierro is CEO of MIMIR Blockchain Solutions. He is a programmer, technologist, and operations dev who has worked with Ethereum and blockchain since 2014. His knowledge in blockchain dates to when he performed dev ops services to the Ethereum Foundation as one the privileged few developers to work with the original core team in Switzerland.
The challenges of aggregating data from consumer-oriented devices, such as wearable technologies and smart thermostats, are fairly well-understood. However, there are a new set of challenges for IoT devices that generate megabytes or gigabytes of data per second. Certainly, the infrastructure will have to change, as those volumes of data will likely overwhelm the available bandwidth for aggregating the data into a central repository. Ochandarena discusses a whole new way to think about your next...
Evan Kirstel is an internationally recognized thought leader and social media influencer in IoT (#1 in 2017), Cloud, Data Security (2016), Health Tech (#9 in 2017), Digital Health (#6 in 2016), B2B Marketing (#5 in 2015), AI, Smart Home, Digital (2017), IIoT (#1 in 2017) and Telecom/Wireless/5G. His connections are a "Who's Who" in these technologies, He is in the top 10 most mentioned/re-tweeted by CMOs and CIOs (2016) and have been recently named 5th most influential B2B marketeer in the US. H...