Members Weigh-In on Consumer Experience — With Some Surprises for Payers

With years of research showing that member engagement is key to improving satisfaction scores, driving better health outcomes, and reducing costs for payers and members alike, creating engaging and effective consumer experiences (CX) remains a critical challenge.

Zipari, in partnership with independent market research firm Ipsos, recently conducted a study of 3,000 health insurance members and 400 payers to capture their perceptions of and preferences for CX across traditional interactions and digital channels.

The survey revealed members’ expectations for interactions with their plan, and with payers and members answering differently across several categories, this study also showed opportunities for payers to better align with members' preferences and priorities.

Download the full report for exclusive access to key initial findings and to learn where payers should invest to improve the member experience.



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