Survey: Kaiser Permanente ranked number 1 for customer loyalty

Kaiser Permanente has received the highest customer loyalty ranking in the health insurance sector, according to the Satmetrix 2011 Net Promoter industry rankings released Feb. 18. 

A new addition to this year's benchmarks, Kaiser Permanente received a net promoter score of 28 percent, more than 30 points higher than the industry average of negative 5 percent, according to Satmetrix.

"Kaiser Permanente stood out as the leader in customer loyalty among eight health insurance providers profiled in the benchmark study," said John Abraham, general manager of Net Promoter programs at Satmetrix. "The company's managed care model, which combines health insurance with provision of care, set it apart from traditional health insurance companies. Customers mentioned personalized service, convenience and high-quality end-to-end health care as key reasons they would recommend the company."

Arthur M. Southam, MD, executive vice president, Health Plan Operations, for Kaiser Permanente said the company is "very pleased" to know that its focus on quality care, customer service and convenience is being recognized by consumers across the country. 

"Kaiser Permanente has made a significant effort to put our patients and members at the center of all we do," he said. "Our unique integrated care delivery model, supported by ground-breaking health information technology, enables us to coordinate a member's care efficiently and effectively."

According to Satmetrix, other companies that ranked number one in their industry included JetBlue, Symantec, Vanguard, Apple, Google and American Express. The Net Promoter Benchmark rankings are based on survey responses from more than 22,000 U.S. consumers nationwide. Each consumer rates up to two companies from whom they have purchased products or services within the previous 12 months. A company's NPS is based on customers' likelihood to recommend the company. 

Satmetrix researchers said they also asked consumers to rate each company on various aspects of customer experience, including product or service features, customer service and overall value, allowing Satmetrix to analyze drivers of loyalty and performance gaps for each company.