Market Decisions Research’s recent survey on behalf of the Oregon Department of Consumer and Business Services, found low levels of satisfaction for the federal health insurance marketplace: healthcare.gov.
The dual-mode telephone and online survey we conducted in June 2015 asked 1,051 Oregon residents who had previously enrolled in a plan through the marketplace how likely they would be to recommend using healthcare.gov to a friend or family member that needed insurance. Respondents were asked to rate their likelihood of recommending the marketplace on a 0 to 10 scale so that a Net Promoter Score could be calculated.
The results found that while nearly a third (32%) were very likely to recommend healthcare.gov to friends and family, a larger group (42%) were unlikely to recommend the marketplace resulting in a negative Net Promoter score.* Responses to other survey questions indicated that complaints of high premiums and perceived inadequate coverage were key drivers of dissatisfaction with exchange-purchased plans. These issues will need to be improved if the marketplace wants to generate positive word of mouth recommendations.
The full results of the study are located at: http://www.oregonhealthcare.gov/images/or-dcbs-report.pdf
*When calculating Net Promoter Scores, the percentages of those not likely to recommend (rating a 1, 2, 3, 4, 5, 6) are subtracted from the total of those who are likely to recommend (rating 9,10).