August 17, 2023- For the third year in a row, Humana ranked No. 1 among health insurers for customer experience (CX) by Forrester. Humana received the highest CX Index™ score among Health Insurers in Forrester’s proprietary 2023 CX Index™ survey. The ranking was based on responses from 6,824 individuals measuring 17 brands in the industry. The proprietary survey results are based on consumers’ opinions of the experiences with the brands in the survey.
Forrester’s CX Index™ score measures how a company delivers customer experiences that create and sustain loyalty. Conducted for the eighth year in a row, Forrester’s Customer Experience Benchmark Survey, which collects data to calculate Forrester CX Index scores, is based on more than 96,000 US customers across 221 brands and 13 industries.
Forrester’s proprietary Customer Experience Index methodology provides the data and insights needed to assess CX quality, understand how CX impacts loyalty intentions, and prioritize improvements that drive revenue. Even a minor improvement to a brand’s customer experience quality can add tens of millions of dollars of revenue by reducing customer churn and increasing share of wallet.