Capital BlueCross ranks highest among other health insurers in American Customer Satisfaction Index
The ACSI, developed at the
"Capital BlueCross is focused on providing our customers with excellent service and an exceptional experience," said
On a scale of 100, Capital BlueCross' ACSI score was 78, the highest among other health insurance companies tracked by the index. Capital BlueCross exceeded the average score of health insurance companies by eight points, and exceeded the lowest scoring health insurer by 13 points.
Capital BlueCross also exceeded the average scores of other consumer service industries tracked by the index including retail banking, department and discount stores, airlines, internet service providers, computer software companies, and hotels. The average scores of these industries ranged from 77 down to 63.
Three main factors make up an ACSI score:
- Satisfaction: Considering all experiences, how satisfied a customer is with a particular product or service
- Delivering on/meeting expectations: Considering all expectations, to what extent has a particular product or service fallen short of or exceeded expectations
- Comparison to ideal experience: Imagining an ideal product or service company, how well does a particular company compare with that ideal company
About Capital BlueCross
Capital BlueCross, headquartered in
About ACSI
The American Customer Satisfaction Index (ACSI) is a national economic indicator of customer evaluations of the quality of products and services available to household consumers in
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SOURCE Capital BlueCross
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