The J.D. Power 2025 U.S. Commercial Member Health Plan Study revealed several key industry trends.

• Satisfaction varies widely across plans and regions. The national average satisfaction score for commercial health plans is 563 (on a 1,000-point scale), but regional scores range from a high of 594 to a low of 523. This indicates meaningful differences in how members experience service, communication and value across the country.
• Member experience drives loyalty and employer decisions. Two in 10 employers cite low employee satisfaction as a top reason for switching health plans. Plans that invest in better engagement, education and service stand to gain both members and employer clients.
• Benefit understanding fuels better outcomes. Members who understand their out-of-pocket costs and out-of-network coverage have higher satisfaction and fewer issues such as denials and inaccessible care. Conversely, among members who say they do not completely understand their out-of-network benefits, nearly half had a claim denied, and 56% said their choice of network doctors was not available.
• Many high-impact digital tools remain underutilized. Tools such as chronic condition management programs, provider communication features and remote monitoring platforms deliver strong satisfaction gains but remain underused. This points to a critical disconnect between digital availability and member awareness.
• Deductibles hit small employers hardest. The average deductible paid by commercial health plan members working for small employers is $2,847, which is 8% more than for those working for midsized employers ($2,630) and 10% more than those working for large employers. Fifty-one percent of small business employees met their deductibles, compared with 52% of midsize business employees and 53% of large business employees.