CareFirst Named No.2 in Customer Experience Among U.S. Health Insurers
Baltimore and Washington, D.C. —Today, CareFirst BlueCross BlueShield (CareFirst), one of the country's largest not-for-profit healthcare organizations, announces its ratings placement as No.2 on the U.S. Health Insurers’ 2024 Customer Experience (CX) Index Rankings, and the only U.S. health insurer to increase in CX rating over last year.
The Index Rankings, conducted by Forrester Research, measure the quality of the customer experience among 16 insurers in the United States, specifically looking at a brand’s ability to drive loyalty with its customers and provide quality interactions.
“US consumers are having, on average, the worst experiences in a decade,” said Rick Parrish, VP and research director at Forrester. “Brands want to create better experiences, and they realize that putting the customer at the center of their business is the way to do it. However, organizations struggle with the scale of change that this requires. It’s worth it, though, as our research finds that firms that are customer-obsessed grow revenue, profit, and customer loyalty faster than their competitors.”
The rankings reflect a decline industrywide over the last year except for CareFirst, which increased nearly two points on the 100-point scale. CareFirst was also one of four insurers to outperform the industry average.
"At the heart of our mission lies a dedication to enhancing access to affordable, high-quality healthcare experiences. This is especially important as healthcare experiences demand a personalized, tailored approach," said CareFirst's Chief Marketing Officer, Mack McGee. "This recognition is a product of the valuable insights provided by those we support and partner with. By actively listening to our partners, employers and members, and valuing their feedback, we gain invaluable insights into how to refine every interaction intentionally."
CareFirst is committed to advancing the overall health of its 3.5 million members across Washington, D.C., Maryland and Northern Virginia. By investing in high-impact and sustainable community health and social impact initiatives, the organization strives to provide accessible, affordable, equitable and high-quality healthcare for everyone in the region.
McGee also shared, "This work is never something that we are finished pursuing. Our dedication to getting this right is aligned with our commitment to advancing strategies and solutions to anticipate expectations now and in the future. It is with this approach that we will continue to drive greater impact for those we serve."
About CareFirst BlueCross BlueShield
In its 87th year of service, CareFirst, an independent licensee of the Blue Cross and Blue Shield Association, is a not-for-profit healthcare company which, through its affiliates and subsidiaries, offers a comprehensive portfolio of health insurance products and administrative services to 3.5 million individuals in Maryland, the District of Columbia and Northern Virginia. In 2023, CareFirst infused $233 million in support of regional community impact to improve overall health and advance accessible, affordable, equitable, high-quality healthcare. To learn more about CareFirst BlueCross BlueShield, visit www.carefirst.com.