MDR partnered with the Massachusetts Health Connector to conduct the 2025 Member Experience Survey, continuing a long-standing collaboration that began in 2013. The survey provides an annual assessment of how current and former enrollees experience the Health Connector’s insurance marketplace, which serves approximately a quarter million Massachusetts residents. The project aims to inform service improvements and policy decisions by capturing detailed feedback on the consumer journey—from plan selection to disenrollment.
The survey instrument covered a wide range of topics including satisfaction with the Health Connector, factors influencing plan choice, ease of accessing plan information, experiences with the Health Connector website and customer service, financial assistance, the individual mandate, post-selection experiences, and health care use and costs. It also included targeted questions for disenrolled members to understand why they left coverage and what barriers they faced. Demographic questions and internet access were also included to support subgroup analysis and equity monitoring.
MDR employed a multi-stage stratified sampling design based on enrollment status, subsidy level, plan type, and whether the plan was for an individual or family. Invitations were sent via mail with push-to-web instructions, followed by email and postal reminders. A $10 post-completion incentive was offered to encourage participation. In total, 1,728 members completed the survey, yielding a 4% response rate.
As part of its deliverables, MDR provided the Health Connector with a comprehensive research report, a data compendium of survey results, and trending analysis comparing 2025 findings to prior years. These materials offer actionable insights into member satisfaction and highlight opportunities to improve outreach, enrollment processes, and service delivery.
This project stands out for its rigorous sampling design, continuity across survey years, and its role in shaping one of the nation’s leading state-based health insurance exchanges.
