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Kaiser Permanente registered high scores in overall member satisfaction, customer experience, and customer service, according to the recently released J.D. Power 2015 U.S. Member Health Plan Study.
It’s the eighth consecutive year that Kaiser Permanente has received the highest ranking for customer satisfaction in California. Putting members’ needs at the center of everything it does is what has helped improve customer relationship management and brand loyalty.
“Kaiser Permanente’s focus organization-wide is to put our members at the center of everything we do,” said Wade J. Overgaard, Kaiser Permanente’s senior vice president, Health Plan Operations. “We believe this highest ranking from J.D. Power once again affirms that we are on a good path in demonstrating the value of our integrated health system, which makes it easy for members to access high-quality care when and how they want it.”
If company cultures don’t embrace Voice of the Customer strategies from top to bottom, then loyalty will be lost. That is according to none other than J.D. Power III, who talked to Loyalty360 in an article you can read here. Power altered the way the loyalty industry viewed customer service, customer satisfaction, and the customer experience. He is the “voice” behind the term “Voice of the Customer” and his impact is indelible. Launched in 1968, the venerable J.D. Power & Associates has helped and influenced the lives of consumers and industries worldwide.
A coordinated approach to health care delivery, connected by an industry-leading electronic medical record is what has been a foundation of the hospital’s success. Kaiser Permanente outperformed six other health plans in California, scoring 778 points on a 1,000-point scale, 97 points higher than the next highest rated health plan score in the state.
Kaiser Permanente offers Kaiser Permanente HealthConnect®. With easy-to-use, web-based tools, members have online access to useful health information, medical records and tools to communicate with their care team. They have the ability to email their doctor, schedule appointments, check test results and order prescription refills online – all at no additional cost.
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