June 16, 2023 — According to the recently published J.D. Power 2023 U.S. Vision Plan Satisfaction Study, vision plan providers that provide plan information to patients earn significantly higher scores for overall customer satisfaction—specifically, 110 points lower on a 1,000-point scale. The study measures customer satisfaction based on five factors listed in order of importance: plan coverage, plan cost, communication, customer service, and claims and reimbursement.
 
“Communications to vision plan customers was the lowest-scoring factor in the study,” says Christopher Lis, managing director of global health care intelligence at J.D. Power. “To increase customer retention and advocacy in today’s cost-conscious environment with high inflationary pressure in play, plans need to provide clear information that showcases the benefits of the plan relative to costs, now more than ever.”
 
Aetna Vision ranks highest in overall customer satisfaction with a score of 821, followed by UnitedHealthcare Vision (817), National Guardian (792), Study Average (770), EyeMed (767), Davis Vision (766), and VSP (763).
 
Last year, the ranking was Aetna Vision (831), UnitedHealthcare Vision (800), VSP (770), Industry Average (769), Davis Vision (762), and EyeMed (756).
 
This year’s study was based on responses from 1,342 vision plan members.
 
For more information: jdpower.com.