This research study benchmarks various customer contact experience attributes such as customer satisfaction, customer experience, and customer loyalty for the health insurance industry across many contact channels including: live agent phone, IVR, email, chat, and web self-service. A web-based survey methodology was used for this study: N=1157. Companies benchmarked in this study included but were not limited to Aetna, Anthem, Cigna, Government Medicare, Health Net, Humana, Kaiser Permanente, and United Health. Within the industry, the most popular contact channels is phone/live agent. Website self-service and e-mail were used by significantly fewer customers, while phone/IVR and website chat with live agent are least popular.

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Table of Contents
• Research Objectives, Method Details, and Demographics
• Multi-Channel Customer Contact Executive Summary
• Live Agent Phone Interactions
• Interactive Voice Response (IVR) Interactions
• E-mail Interactions
• Web Chat Interactions
• Web Self-Service Interactions
• Brand Profiles: Top Three Brands

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