J.D. Power Q&A: Low Satisfaction Is ‘Reputational Risk’ for Health Plans
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Jun 06, 2025
In J.D. Power’s 2025 U.S. Commercial Member Health Plan Study, the company highlighted a widening gap between the highest and lowest performing health plans, which lays bare some increasingly meaningful differences in how members perceive the service, communication and value they’re receiving. According to J.D. Power, part of what may be driving that trend is a virtuous — rather than vicious — cycle.
“Plans that have kind of ‘gotten religion’ have leaned into that,” says Caitlin Moling, senior director of global healthcare intelligence at J.D. Power. “They’re seeing, oh you know, if we give better communications or offer tailored approaches, we don’t have to spend as much on call centers.” On the other end of the spectrum, “there are plans that have not simply leaned into member satisfaction and are still hoping that square peg will fit in the round hole, efficiency wise,” Moling continues. “That widening gap is showing that satisfaction is no longer [just] the ‘nice to have’ factor.”
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