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Customer Satisfaction Survey
Achieving customer satisfaction is the number one priority of BlueAdvantage Administrators
of Arkansas. Surveying our customers helps us to understand what is important to
the customer and gives us insight into areas that afford us the opportunity for
improvement.
The 2003 results indicate that BlueAdvantage performs above market expectations
and multi-year competitive benchmarks.
Results
The following results are based upon a 10-point rating scale, using the top 3 scores
of 8-10 as indicating member satisfaction.
- Overall, across all service dimensions, 70% of members were highly satisfied compared
to competition of 65%.
View Chart (14 KB PDF)
- Members registered 77.4% satisfaction with overall claims handling, 77.4%
with customer service counters, and 83.6% with access to medical care.
These scores are 6-11 percentage points above that of competition.
View Chart (14 KB PDF)
- Under claims handling, for the two service features considered most important
statistically by all members(i.e., getting claims paid quickly and correctly),
BlueAdvantage scored 75.9% and 77.9% respectively. These are 5-9 percentage points
above that of the competition.
View Chart (12 KB PDF)
- Under customer service encounters, for those two service features considered
most statistically important by all members (i.e., getting correct information to
resolve problem and having problem resolved on first contact),
members indicated respective satisfaction ratings of 75% and 69.3%, which are 19
percentage points above that of competition.
View Chart (13 KB PDF)
- For access to medical care, members indicated 82.7% satisfaction for obtaining
Plan authorization for hospital admissions and 78.1% for getting needed medical
care while away from home. These are 5 to 17 percentage points, respectively,
above that of competition.
View Chart (11 KB PDF)
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