According to the recently released J.D. Power 2016 Member Health Plan Study, critical factors of health plan member satisfaction are highest in areas of the country that have more competition between different health plans.

On a nationwide basis, member satisfaction with their health plans has improved nine index points in 2016, scoring a total of 688 on a 1,000-point scale. This follows a 10-point improvement in 2015. Member satisfaction with health plans reached a low point in 2014 following the introduction of the health insurance marketplace as part of the Affordable Care Act (ACA).

On a regional basis, the study found that member satisfaction in cost, information, and communication is significantly lower in areas where one carrier holds a majority (more than 50%) of market share. Satisfaction is higher in competitive markets than in markets dominated by a single plan in cost (a score of 610 vs. 606, respectively); customer service (743 vs. 740); and information and communication (646 vs. 641).

 …