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
@GonzalezCarmen has been ranked the Number One Influencer and @ThingsExpo has been named the Number One Brand in the “M2M 2016: Top 100 Influencers and Brands” by Analytic. Onalytica analyzed tweets over the last 6 months mentioning the keywords M2M OR “Machine to Machine.” They then identified the top 100 most influential brands and individuals leading the discussion on Twitter.
Grape Up is a software company, specialized in cloud native application development and professional services related to Cloud Foundry PaaS. With five expert teams that operate in various sectors of the market across the USA and Europe, we work with a variety of customers from emerging startups to Fortune 1000 companies.
Financial Technology has become a topic of intense interest throughout the cloud developer and enterprise IT communities. Accordingly, attendees at the upcoming 20th Cloud Expo at the Javits Center in New York, June 6-8, 2017, will find fresh new content in a new track called FinTech.
New competitors, disruptive technologies, and growing expectations are pushing every business to both adopt and deliver new digital services. This ‘Digital Transformation’ demands rapid delivery and continuous iteration of new competitive services via multiple channels, which in turn demands new service delivery techniques – including DevOps. In this power panel at @DevOpsSummit 20th Cloud Expo, moderated by DevOps Conference Co-Chair Andi Mann, panelists will examine how DevOps helps to meet th...
With major technology companies and startups seriously embracing Cloud strategies, now is the perfect time to attend @CloudExpo | @ThingsExpo, June 6-8, 2017, at the Javits Center in New York City, NY and October 31 - November 2, 2017, Santa Clara Convention Center, CA. Learn what is going on, contribute to the discussions, and ensure that your enterprise is on the right path to Digital Transformation.
SYS-CON Events announced today that Interoute, owner-operator of one of Europe's largest networks and a global cloud services platform, has been named “Bronze Sponsor” of SYS-CON's 20th Cloud Expo, which will take place on June 6-8, 2017 at the Javits Center in New York, New York. Interoute is the owner-operator of one of Europe's largest networks and a global cloud services platform which encompasses 12 data centers, 14 virtual data centers and 31 colocation centers, with connections to 195 add...
@DevOpsSummit at Cloud taking place June 6-8, 2017, at Javits Center, New York City, is co-located with the 20th International Cloud Expo and will feature technical sessions from a rock star conference faculty and the leading industry players in the world. The widespread success of cloud computing is driving the DevOps revolution in enterprise IT. Now as never before, development teams must communicate and collaborate in a dynamic, 24/7/365 environment. There is no time to wait for long developm...
SYS-CON Events announced today that Hitachi, the leading provider the Internet of Things and Digital Transformation, will exhibit at SYS-CON's 20th International Cloud Expo®, which will take place on June 6-8, 2017, at the Javits Center in New York City, NY. Hitachi Data Systems, a wholly owned subsidiary of Hitachi, Ltd., offers an integrated portfolio of services and solutions that enable digital transformation through enhanced data management, governance, mobility and analytics. We help globa...
SYS-CON Events announced today that Juniper Networks (NYSE: JNPR), an industry leader in automated, scalable and secure networks, will exhibit at SYS-CON's 20th International Cloud Expo®, which will take place on June 6-8, 2017, at the Javits Center in New York City, NY. Juniper Networks challenges the status quo with products, solutions and services that transform the economics of networking. The company co-innovates with customers and partners to deliver automated, scalable and secure network...
The age of Digital Disruption is evolving into the next era – Digital Cohesion, an age in which applications securely self-assemble and deliver predictive services that continuously adapt to user behavior. Information from devices, sensors and applications around us will drive services seamlessly across mobile and fixed devices/infrastructure. This evolution is happening now in software defined services and secure networking. Four key drivers – Performance, Economics, Interoperability and Trust ...
Blockchain is a shared, secure record of exchange that establishes trust, accountability and transparency across supply chain networks. Supported by the Linux Foundation's open source, open-standards based Hyperledger Project, Blockchain has the potential to improve regulatory compliance, reduce cost and time for product recall as well as advance trade. Are you curious about Blockchain and how it can provide you with new opportunities for innovation and growth? In her session at 20th Cloud Exp...
Five years ago development was seen as a dead-end career, now it’s anything but – with an explosion in mobile and IoT initiatives increasing the demand for skilled engineers. But apart from having a ready supply of great coders, what constitutes true ‘DevOps Royalty’? It’ll be the ability to craft resilient architectures, supportability, security everywhere across the software lifecycle. In his keynote at @DevOpsSummit at 20th Cloud Expo, Jeffrey Scheaffer, GM and SVP, Continuous Delivery Busin...
Multiple data types are pouring into IoT deployments. Data is coming in small packages as well as enormous files and data streams of many sizes. Widespread use of mobile devices adds to the total. In this power panel at @ThingsExpo, moderated by Conference Chair Roger Strukhoff, panelists will look at the tools and environments that are being put to use in IoT deployments, as well as the team skills a modern enterprise IT shop needs to keep things running, get a handle on all this data, and deli...
In recent years, containers have taken the world by storm. Companies of all sizes and industries have realized the massive benefits of containers, such as unprecedented mobility, higher hardware utilization, and increased flexibility and agility; however, many containers today are non-persistent. Containers without persistence miss out on many benefits, and in many cases simply pass the responsibility of persistence onto other infrastructure, adding additional complexity.
Cloud Expo, Inc. has announced today that Aruna Ravichandran, vice president of DevOps Product and Solutions Marketing at CA Technologies, has been named co-conference chair of DevOps at Cloud Expo 2017. The @DevOpsSummit at Cloud Expo New York will take place on June 6-8, 2017, at the Javits Center in New York City, New York, and @DevOpsSummit at Cloud Expo Silicon Valley will take place Oct. 31-Nov. 2, 2017, at the Santa Clara Convention Center in Santa Clara, CA.