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Kaiser Permanente Again Ranks No. 1 in Customer Loyalty in the 2015 Satmetrix Net Promoter® Benchmark Study

April 6, 2015



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OAKLAND, Calif. — Kaiser Permanente received the highest customer loyalty ranking in the health insurance category based on the Satmetrix® 2015 Net Promoter® industry rankings, the company announced today. Kaiser Permanente received a Net Promoter Score of 31 points, 19 points higher than the industry average. This is the fifth consecutive year Kaiser Permanente has led the health insurance category.

“Kaiser Permanente continues to be the leader in customer loyalty in the health insurance sector,” said Brendan Rocks, data scientist, Satmetrix. “The company successfully has leveraged an innovative business model that combines insurance coverage with health care delivery in one coordinated service.”

Consumers cited positive aspects of the entire health care experience when sharing about their interactions with the Kaiser Permanente health plans, giving the company the highest scores in the industry on key measures, including “acts in my best interest,” “my policy gives me peace of mind” and “treats customers fairly.”

“We are proud to be recognized year after year by consumers across the country,” said Arthur M. Southam, MD, executive vice president, Health Plan Operations for Kaiser Permanente. “Kaiser Permanente’s distinctive integrated system allows our members to experience the many benefits of coordinating care and coverage together. Our ability to provide a personalized, convenient and seamless experience is one reason why our members continue to choose Kaiser Permanente.”

Kaiser Permanente joins satisfaction leaders in other industries including Amazon.com, Costco, Apple, JetBlue, Trader Joe’s and USAA (United Services Automobile Association). The Satmetrix Net Promoter Benchmarks are based on survey responses from more than 30,000 U.S. consumers nationwide who rated their experience with the primary brands they use. The Net Promoter Score, or NPS®, for each brand is based on customers’ likelihood to recommend the company’s product or service in the sector being rated. NPS is calculated as the percentage of customers who are “promoters,” rating the company 9 or 10 on a 0-10 point scale, minus the percentage who are “detractors,” rating 6 or lower.

Woman sitting on park bench with laptop at at lakeConsumers also rated each brand on various aspects of customer experience, including product or service features, customer service and overall value, enabling Satmetrix to identify the key drivers of loyalty and recommendation. The Satmetrix benchmarks include a detailed look at loyalty drivers tailored to each specific sector, providing a rich view for companies to examine key performance measures against their peers.

This Satmetrix customer loyalty ranking is the most recent in a string of accolades for quality and service earned by Kaiser Permanente hospitals and health plans. In the past year:

About Kaiser Permanente
Kaiser Permanente is committed to helping shape the future of health care. We are recognized as one of America’s leading health care providers and not-for-profit health plans. Founded in 1945, Kaiser Permanente has a mission to provide high-quality, affordable health care services and to improve the health of our members and the communities we serve. We currently serve approximately 9.6 million members in eight states and the District of Columbia. Care for members and patients is focused on their total health and guided by their personal physicians, specialists and team of caregivers. Our expert and caring medical teams are empowered and supported by industry-leading technology advances and tools for health promotion, disease prevention, state-of-the-art care delivery and world-class chronic disease management. Kaiser Permanente is dedicated to care innovations, clinical research, health education and the support of community health. For more information, go to kp.org/share.