The study was released Sept. 26 and measures customer satisfaction with telehealth service experience based on level of trust; the visit meeting needs; people; digital channels; ease of receiving care; scheduling of appointment; and helping to save time or money. The study collected responses from September 2023 through July 2024 from 4,070 members who used a telehealth service within the past year. 2023 results, which saw UnitedHealthcare and Kaiser Permanente with the top scores, are here.
Payers ranked by customer telehealth satisfaction:
*Based on a 1,000-point scale
- Humana (747)
- Florida Blue (734)
- BCBS Texas (733)
- BCBS Michigan (721)
- UnitedHealthcare (715)
- Anthem Blue Cross of California (714)
- Aetna (713)
- Horizon BCBS New Jersey (695)
- Cigna (693)
- Kaiser (686)
- BCBS Illinois (665)
