J.D. Power Finds Vision Plan Insurance Satisfaction Decline

Overall customer satisfaction among vision plan members has decreased in 2020, driven by a decrease in reimbursement and plan cost. According to the J.D. Power 2020 U.S. Vision Plan Satisfaction Report, SM released today, overall satisfaction is 760 (on a 1,000-point scale), down five points from 765 in 2019.

Study Rankings

Aetna Vision ranks highest in customer satisfaction with vision plan insurers with a score of 794. National Guardian (790) ranks second and UHC/Optum (773) ranks third.

The 2020 U.S. Vision Plan Satisfaction Report is based on responses from more than 1,300 vision plan members. The study was fielded in September 2020. The report, now in its seventh year, measures customer satisfaction with vision plan providers based on five factors (in order of importance): coverage; cost; communications; customer service; and reimbursement.

For more information on the U.S. Vision Plan Satisfaction Report visit https://www.jdpower.com/business/healthcare/us-vision-plan-satisfaction-report.

J.D. Power is a global leader in consumer insights, advisory services and data and analytics. A pioneer in the use of big data, artificial intelligence (AI) and algorithmic modeling capabilities to understand consumer behavior, J.D. Power has been delivering incisive industry intelligence on customer interactions with brands and products for more than 50 years. The world’s leading businesses across major industries rely on J.D. Power to guide their customer-facing strategies.

J.D. Power is headquartered in Troy, Mich., and has offices in North America, Europe, and Asia Pacific. To learn more about the company’s business offerings, visit JDPower.com/business. The J.D. Power auto shopping tool can be found at JDPower.com.