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As respondents are completing their surveys you can see results graphed at a macro level, question-by-question, and drill down to individual responses.






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.


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Discovery Research
Level 5 Nexus Building
Norwest Business Park
Columbia Court,
Baulkham Hills, NSW 2153
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MLC Centre
19-29 Martin Place
Sydney  NSW  2000