HomeMy WebLinkAboutRESPONSE - RFP - 7649 DENTAL ADMINISTRATOR (27)2013
SUBSCRIBER SATISFACTION
Since 2002, Delta Dental of Colorado has used HealthCare Research, Inc. (HCR) to conduct a random survey among
Delta Dental’s subscribing members. Each month, a randomly selected list is pulled from all subscribers who filed
claims in the previous month. Professional interviewers from HCR then interview 100 subscribers by telephone each
month, surveying equally from the four primary plan types – Premier, PPO, EPO, and Voluntary. The data are
subsequently weighted by subscriber volumes in each plan to accurately represent all subscribers. Survey results are
posted online, showing both monthly and year-to-date progress. This enables Delta Dental to track changes over time
and monitor the quality of services delivered to its subscribers.
This year, when asked, “How satisfied are you with
having Delta Dental for your dental insurance plan?”
96% of subscribers filing claims in 2013 said they are
satisfied with Delta Dental. This rating has historically
remained above 90%, ranging just four points from
92% up to 96%. These consistently high ratings show
a strong record of performance and stability.
There are four other key tracking measures on the
Subscriber Satisfaction survey:
“How satisfied are you with how quickly you
received your Explanation of Benefits statement?”
– 96% are satisfied.
“How satisfied are you with the accuracy of Delta
Dental’s payment for the dental care you received?”
– 96% are satisfied.
“How satisfied are you with Delta Dental’s response
to your customer service inquiries?”
– 96% are satisfied.
“How satisfied are you with the overall service you
received regarding payment of your claim?”
– 96% are satisfied.
Each of these measures remained statistically stable
this year maintaining the significant gains they made in
2012. These strong ratings indicate that subscribers
continue to feel that they are receiving a high level of
service from Delta Dental of Colorado.
BACKGROUND AND METHODOLOGY
SATISFACTION WITH DELTA DENTAL
92% 95%
93% 95% 95% 95% 96%
2007 2008 2009 2010 2011 2012 2013
“Somewhat” through “Extremely Satisfied”
Overall Satisfaction
96%
95%
96%
97%
97%
96%
96%
96%
70% 80% 90% 100%
Overall service on payment of
claim
Response to customer
service inquiries
Accuracy of your EOB
How quickly you received
your EOB
Key Tracking Measures
2013 2012
www.healthcareresearch.com