For the fourth consecutive year, Humana ranks 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 2024 CX Index™ survey. The results are based on 12,372 consumers’ opinions of the experiences with the 16 brands in the survey.
Forrester’s CX Index™ score measures and ranks real customer experiences of brands. More than 98,000 US customers across 223 brands and 13 industries participated in Forrester’s Customer Experience Benchmark Survey in 2024, which aggregates data to calculate Forrester CX Index scores.
“At Humana, we believe strongly in delivering a differentiated customer experience,” said Humana Enterprise Growth President, David Dintenfass. “Forrester’s recognition is evidence that our ongoing effort to improve our customer interactions has a real impact.”
Insights into Forrester’s CX quality, customer loyalty drivers, and retention are rooted in data and research from Forrester’s proprietary Customer Experience Index methodology. Companies that build strategies centered upon customer perceptions and ease create opportunities for increased customer loyalty, decreased customer churn, positive brand affinity, and larger retention, which can translate to increased market share.
“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,” said Rick Parrish, VP and research director at Forrester, in their June 17, 2024 press release on Forrester’s 2024 US Customer Experience Index. “It’s worth it, as our research finds that firms that are customer-obsessed grow revenue, profit, and customer loyalty faster than their competitors.”
Humana has held the top spot of Industry Leader for Health Insurers in the Forrester CX Index since 2021.
About Humana
Humana Inc. (NYSE: HUM) is committed to putting health first – for our teammates, our customers, and our company. Through our Humana insurance services, and our CenterWell health care services, we make it easier for the millions of people we serve to achieve their best health – delivering the care and service they need, when they need it. These efforts are leading to a better quality of life for people with Medicare, Medicaid, families, individuals, military service personnel, and communities at large. Learn more about what we offer at Humana.com and at CenterWell.com.
*Customer Experience Index scores for individual Health Insurers reflect the average scores across all customers ratings for that brand. Forrester Research does not endorse any company included in any Customer Experience Index report and does not advise any person to select the products or services of any particular company based on the ratings included in such reports.
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Contacts
Cait Crenshaw Whatley
Humana Corporate Communications
ccrenshaw3@humana.com
