Five Drivers of a Health Plan’s Customer Experience

Harbinder Raina


Customer experience, one of the three goals of the healthcare industry’s “triple aim”—cost, quality and experience—is gaining traction among health plans, now more than ever. Yet despite having an encouraging consensus on the importance of customer experience, progress on improving experience has been slow, especially on the employer-sponsored plan side. To explore the current state of customer experience across health plans, ZS conducted a customer experience research study with nearly 2,500 plan members. From the survey results, we uncovered five key drivers that explain the difference between high- and low-performing plans, as well as the difference between the performance of Medicare Advantage and employer-sponsored plans. In this white paper, we’ll discuss these drivers in detail, and we’ll share the elements of these drivers that health plans can work on to improve the overall customer experience.

About the Expert

Harbinder Raina is an associate principal in ZS’s Pune, India, office and a leader in ZS’s health plan and provider industry practice. Harbinder advises U.S. health plans across a range of issue areas including customer experience, population health management, Stars ratings and advanced analytics. He has a B.E. in mechanical engineering from NIT Surathkal (India) and an MBA from the Ross School of Business at the University of Michigan.

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Adam Siskind