Overall customer satisfaction among vision plan members has increased in 2019, driven by improved perceptions of value and coverage. According to the J.D. Power 2019 Vision Plan Satisfaction Report,SM, overall satisfaction increased by 17 points (on a 1,000-point scale) to 770 this year from 753 in 2018.
Fidelity Security ranks highest in customer satisfaction with vision plan insurers with a score of 874. Versant Health ranks second with a score of 803 and UHC/Optum (778) ranks third.
The 2019 Vision Plan Satisfaction Report is based on responses from more than 1,000 vision plan members. The study was fielded in October 2019. The report, now in its sixth year, measures customer satisfaction with vision plan providers based on five factors (in order of importance): coverage; cost; communications; customer service; and reimbursement.
J.D. Power is a global leader in consumer insights, advisory services and data and analytics. These capabilities enable J.D. Power to help its clients drive customer satisfaction, growth and profitability. Established in 1968, J.D. Power has offices serving North America, South America, Asia Pacific and Europe.