Among the five characteristics customers rated most important:
• Knowledgeable representatives: Roughly 85 percent rated interaction with knowledgeable employees as highly important, yet fewer than 50 percent were satisfied with current experience;
• Convenient service hours: Nearly 80 percent prefer customer service being extended to weekend and evening hours, while fewer than half currently experience this convenience;
• Wait time: About 80 percent rate wait time as important, but more than 60 percent said they were kept waiting too long by current health plan providers; and
• Single contact: More than 80 percent said dealing with one contact to resolve issues was important, but 60 percent said they currently were transferred to multiple contacts to resolve issues.