To better understand the impact of member experience on satisfaction and retention, we surveyed 3,225 consumers on common frictions experienced while using care, switching behavior within the past three years, and NPS.

The following are four priorities plans must consider not only to improve NPS, but also to lower health care costs and improve retention:

1. Promoters use costly care and need help navigating the health care system
2. Digital service recovery improves NPS, but resolving claims issues doesn’t
3. Majority of switching is due to uncertainty around costs—members value transparency over low costs
4. New members and those in HDHPs frequently turn to already overburdened providers

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