With the change brought about by health reform and with consumers possessing an array of communication methods at their fingertips, customers are wielding tremendous weight in today's health insurance market. Competition between health insurers has amplified, and customer service is solidifying as a vital ingredient for success. Accenture, a global management consulting, technology services and outsourcing company, has released the results of a recent survey that highlights its findings about customer service. Accenture surveyed 1,000 customers using a web-based questionnaire in late December 2010 and early January 2011. Here we present the seven surprises about customer service distilled from the results of the survey.
Source: Accenture report “The 7 Things Your Health Insurance Customers Are Not Telling You”