Individual and Family Plan Member Experience Study

Overview

Greater competition in the ACA market means consumers are no longer confined to just a few participating carriers. In fact, the average state has at least five carriers now. To remain competitive, all on-exchange participants will need to focus on retention more than ever. This study identifies the experiences that either inflate or depress loyalty, so carriers can know how to better hold onto ACA members.

What's Inside the Study

Exploring Plan Ratings and Attrition Risk

Understand the factors that are most associated with higher or lower plan ratings and attrition risk via a driver analysis.

Impacting Loyalty with Digital Care

Learn from our deep dive if members who accessed more digital care demonstrated greater loyalty than those who sought brick-and-mortar access only.

Assessing Brand Awareness

With more carriers participating in the ACA than ever before, assess how brand awareness, strength, and consideration can reshape the member experience.

Valuing Network Continuity

Understand how consumers with varying degrees of healthcare needs value network continuity.

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