DETROIT— Blue Cross Blue Shield of Michigan was recognized by independent research firm, Forrester Research, for earning the biggest improvement across multiple industries in overall “customer experience.”
The Forrester Research’s January 2014 report, “The Customer Experience Index, 2014,” surveys consumers about their “customer experience” at 175 large U.S. brands across 14 industries, including insurance firms. Blue Cross scored a 75, following what Forrester refers to as a “jaw-dropping increase” of 22 points. This ranking advances the company to a second place ranking overall among the health insurance providers evaluated.
“As the industry changes, the way health insurance companies interact with their customers must change,” says Daniel J. Loepp, president and CEO of Blue Cross Blue Shield of Michigan. “We strive to make our members’ experience with us more enjoyable, our communication easier to understand and more useful than before.”
For more information, visit bcbsm.com