Private Health Insurance

Member Satisfaction Research

Since 2003, Discovery Research has assisted more than fifteen Private Health Insurance Funds with an intensive Annual Member Satisfaction Research project. The work has explored the satisfaction of Health Fund members - providing valuable industry benchmark data in the process.

Around 20,000 responses are collected annually 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
	Understanding of their policy
	Value for money / Affordability
	Brand and Values statements
	The joining process for new members
	Overall satisfaction with their Fund

Each of the Health Funds receives a detailed report on perceived member satisfaction with each of the service criteria - including detailed analysis which is supported by a comprehensive range of verbatim (open-ended) responses.

The Health Funds' surveys are carried out concurrently so that findings can be benchmarked. This has 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 research provides industry context to the results as well as valuable year-on-year internal comparisons of performance.

The value of the research is clear. Regular checking in with their members has assisted the Funds in developing member-focussed initiatives that have improved their satisfaction results incrementally over the years; ultimately assisting them in developing a culture of customer orientation and strengthening their Value Proposition.

Please give us a call if you think that Customer Satisfaction Research could benefit your business too.