private health insurance

member satisfaction research

Discovery Research assisted eleven Private Health Insurance Funds in exploring the satisfaction of their members - providing valuable industry benchmark data in the process.

More than 16,500 responses were collected from Australian consumers who are members of the funds involved.

Their satisfaction was tested with regard to:

	Membership communication materials
	Telephone and written service
	Payment of claims
	Product / benefit types
	Value for money
	Brand and Values statements
	Overall satisfaction with their Fund

Each of the Funds received a detailed report on importance to members and perceived satisfaction with each of the service criteria - including a comprehensive range  of verbatim (open-ended) responses.

The eleven surveys were carried out concurrently so that findings could be benchmarked. This enabled Discovery Research to provide each of the businesses with feedback regarding their ranking against the other participating Funds as well as industry high, low and average satisfaction scores.

The 2009 research will mark the seventh year that Discovery Research has undertaken Member Satisfaction Research with respect to Private Health Insurance - also allowing for valuable year-on-year internal comparisons of performance to be made.