Typical health insurers may be having a harder time pleasing customers than other financial services companies are.
ACSI Services has reported that finding in the latest American Customer Satisfaction Index survey report.
ACSI bases the satisfaction reports on surveys that reach about 70,000 consumers per year. The research center measures the participants’ satisfaction with 230 companies in 47 industries and 10 economic sectors.
ACSI puts health insurers in the Finance & Insurance category, along with banks, credit unions, life insurers and property-casualty insurers.
Health insurers as a group earned a satisfaction score of 72 this year. That’s the same score they earned in 2011.
The Blue Cross and Blue Shield plans made big gains. They increased their combined score to 73, from 68.
Aetna Inc. (NYSE:AET) held its score steady at 67.
The average satisfaction score of all other health insurers fell. The score of “all other health insurers” — health insurers with individual brands recgonized by only a small percentage of the survey participants — sank to 71, from 75.