In an increasingly consumer-driven marketplace, health plan leaders need to understand what factors are important to members and what drives them to choose one product over another. We conducted a survey of over 4,800 consumers on their desire for convenience and simplicity, and their need for care coordination and navigation.

Keep reading to explore the overall results and detailed cohort data from The Consumer Services Preference Survey and to learn more about using the database.

Access the Tool

FAQs: Getting started with the Portal

Who should use this tool?
We designed the Services Preference Portal for health plan executives—particularly in consumer experience, product development, and marketing—to understand which services and features consumers most value.

How do I use it?
To start, click on the red button above, which will bring you to the Portal homepage. To analyze member sub-populations’ preferences for and satisfaction with various services, click the “Modify Cohort” tab and select the sub-populations of interest.

The “Services Summary” chart will display the cohort’s rank of 31 services, according to how much value consumers attribute to each in helping them lead healthier lives. The “Service Details” charts will display how the consumers in that cohort rank who they would like to receive these services from (e.g., PCP, hospital, health plan) and their satisfaction with each service. The services span several categories including access, convenience, billing, payment, and wellness.

Who did we survey?
We conducted a survey of 4,879 consumers across the country. Respondents were evenly balanced across gender and income, and normally distributed for age. Respondents were also asked about their insurance coverage, employment type, attributed PCP, chronic conditions, and other demographic factors that plan executives can use to cut the data.

What's the benefit?
You have access to cohort-specific consumer intelligence to inform strategic conversations and investments for plan growth, product and benefit design, member enrollment and retention, and enhanced service delivery.

Want more from our consumer surveys?

Read on for insights on Medicare, Medicaid, and Exchange consumers.

Top Three Insights on Medicare and Medicaid Consumers for Plans

Top Four Insights on Exchange Consumers for Plans

Note: See slide four of either presentation for details on survey methodology.