Measures Real-Time Results

There is no greater factor in determining a health plan’s member loyalty and satisfaction than its Customer Service department.  With the Call Center Satisfaction survey, health plans can measure the real-time experience of their members calling customer service.  
                                                                                                   
The Myers Group has administered the Call Center Satisfaction survey for many clients and has developed a research protocol that ensures consistency and reliability for establishing internal goals.  This survey tool is also useful as a provider measurement of service/quality. An on-going survey administration allows plans to track progress over time.

Respondents are asked about their level of satisfaction with:

• Their last call with the customer service department
• The accessibility of the customer service representative by phone
• The customer service representative’s ability to resolve issues or answer questions

In addition to satisfying NCQA’s QI Standards, this survey helps health plans focus on improving their customer service department.  Analysis has identified that the members’ call center and claims processing experiences significantly influence how they rate their overall satisfaction with the health plan.  Our experience has shown this survey to be a powerful quality intervention for making changes and improvements within Member Services and/or improving CAHPS Customer Service scores.