A new survey shows health plans aren't so easy to forgive as other industry segments.
Temkin Group, a Massachusetts-based research firm, examined 206 large companies across 18 industries to determine the kind of relationship they have with their customers, specifically to guage forgiveness, experience, loyalty, trust, customer service and web experiences.
No health plan made it close to the top of the most forgiveable list. Health plans also ranked poorly in trust, loyalty and web experience.
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How is forgivability determined? Temkin reports a company will rank higher if its customers are likely to forgive mistakes.
"Forgiveness is a valuable asset that you earn by consistently meeting customers' needs, but many companies don't have enough forgiveness stored-up to recover from their miscues," states Bruce Temkin, author of the research and Managing Partner of Temkin Group.
USAA dominated the lists, ranking No. 1 for forgiveness, trust and customer service, No. 3 for loyalty, and No. 3 for web experience.
For more lists, go to www.temkinratings.com.
Forgiveness Rankings – Health Plans
| Company | Rank |
| TriCare | 40 |
| Medicaid | 78 |
| Kaiser Permanente | 78 |
| Medicare | 91 |
| Blue Shield of California | 133 |
| Highmark (BCBS) | 149 |
| Health Net | 156 |
| Aetna | 166 |
| Empire (BCBS) | 171 |
| United Healthcare | 185 |
| Anthem (BCBS) | 185 |
| Humana | 189 |
| Cigna | 192 |
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