Press Release

RELEASE — ACHP Nonprofit Community Health Plans Again Receive Highest Customer Satisfaction Scores from J.D. Power

Washington, D.C. (September 10, 2020) – In regions across the country, members of the Alliance of Community Health Plans (ACHP) topped the list for customer satisfaction, according to the J.D. Power 2020 U.S. Commercial Member Health Plan Study.

The study measures satisfaction among customers of 149 health plans in 21 regions throughout the United States by examining six key factors: billing and payment; cost; coverage and benefits; customer service; information and communication; and provider choice.

“These top rankings are a testament to the continued exceptional coverage and care that ACHP’s nonprofit member health organizations provide to millions of people in communities across the country,” said ACHP President and CEO Ceci Connolly. “By working closely with their provider partners, our members repeatedly lead the industry in guiding their communities to better health.”

In nine geographic regions across the nation, ACHP members Kaiser Foundation Health Plan, HealthPartners, SelectHealth, Independent Health Association, Geisinger Health Plan, Capital District Physicians’ Health Plan and UPMC Health Plan received top rankings.

“As not-for-profit, customer-centric health plans, Independent Health and the many other ACHP plans are honored to be recognized by J.D. Power for our continued outstanding member satisfaction results. Health care can be complex at times, which is why it is so important to make sure members have the information, resources and tools they need to understand their benefits and make better decisions about their health, and year after year, this is an area ACHP plans excel in,” said Independent Health President & CEO Dr. Michael Cropp. “Now more than ever, it is critical for health plans to be a trusted resource to its members, and ACHP plans are doing everything we can to give members the right information about coverage, services and questions related to the pandemic.”

Additionally, Kaiser Foundation Health Plan received the second-highest ranking for customer satisfaction in both the J.D. Power 2020 U.S. Medicare Advantage Study and the inaugural Telehealth Satisfaction Study.

The complete J.D. Power 2020 U.S. Commercial Member Health Plan Study report is available here.

About ACHP

The Alliance of Community Health Plans (ACHP) represents the nation’s top-performing non-profit health plans to improve affordability and outcomes in the health care system. ACHP member companies are provider-aligned health organizations that provide high-quality coverage and care to tens of millions of Americans. They are leading the industry in practical, proven reforms around primary care delivery, value-based payment and data-driven systems improvement.

ACHP advocates on behalf of its members and a unique approach to health care today, one that puts the patient at the center with health plans and clinical teams collaborating to improve health outcomes and reduce costs. Our advocacy focuses on providing policymakers with tested solutions being realized in communities nationwide and rooted in a model that is proven to deliver better value for patients, employers and taxpayers. Learn more at the ACHP website and follow us on Twitter for the latest health insights.