CAHC: eHealth's Net Promoter Score Demonstrates Private Sector's Strength in Health Care e-Commerce

WASHINGTON, DC (June 15, 2018): The Council for Affordable Health Coverage (CAHC)  – a coalition of employers, insurers, life science companies, PBMs, brokers, agents, patient groups, and physician organizations responded today to CAHC board member eHealth's newly releasednet promoter score (NPS). 

eHealth, a leading private online health insurance exchange, earned a NPS of 91 from its Medicare customers in the first quarter of 2018. The scores are an industry measure of customer loyalty. In an NPS survey, customers are asked to indicate on a scale of 0 to 10 how likely they are to recommend a business’s service or product to a friend or colleague. A calculation is made based on responses, with a final score plotted on a scale ranging from -100 to 100. 

Scores over 50 are considered rare and outstanding. The health insurance industry’s NPS average is a dismal 18.

CAHC President Joel White released the following statement celebrating eHealth's high customer satisfaction:

"If there is any doubt about the value of private-public partnerships when it comes to serving the needs of American health care consumers, just take a look at eHealth’s recently published Medicare Net Promoter Score. They got a 91 – almost perfect. Contrast that with our recently released Medicare Plan Finder report, where the federal government earned grades of 'D' or 'F' in  7 out of 12 categories. This is a sharp contrast and something Congress needs to come to terms with: the private sector will build better tools for their customers to get more business. They are hungry. Federal bureaucrats may build an okay tool, but they will never deliver as well as their private sector counterparts. The incentives are simply not there to continuously improve day in and out," said CAHC President Joel White. "We ought to get the government out of the business of selling insurance and turn it over to the private sector e-commerce experts." 

The Council for Affordable Health Coverage (CAHC) is a broad-based alliance with a primary focus: bringing down the cost of health care for all Americans. CAHC promotes policies that lower health costs through increased competition, informed consumers and more choices to help promote access to affordable coverage.

CAHC referenced the work of eHealth earlier this month in a column for The Daily Signal, explaining the flaws of the federal government's Medicare Plan Finder tool, and the strength of private sector alternatives like eHealth and others. eHealth is a CAHC board member.

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