Customer Survey Results: How Did We Do?

Customer Survey Results: How Did We Do?

Blue Cross and Blue Shield of Oklahoma conducts an ongoing phone survey to find out what our members think about their health plan.

Every month, members are asked about their interaction with their health plan and their doctors and hospitals.

We use survey results to improve quality in areas that are important to our members. The survey program also gives us an internal competitive standard that we use to judge our progress over time.

The following chart shows how members rated their health plan, doctor and hospital experiences in 2020. The numbers in the chart represent the percentage of surveyed members who gave the category a positive rating.

2020 Customer Satisfaction Survey
January – December 2020
HMO PPO ALL
Overall Evaluation 93 94 93
Overall Customer Satisfaction 95 93 94
Time to Reach Service Representative 87 85 86
Waiting Room Time 91 91 91
Referral Process 80 N/A 81
Timely Paid Claims 96 90 90
Health & Wellness Information — Availability 85 87 86
Health & Wellness Information — Trustworthiness 89 91 90
Condition Management — Overall * 98 97
Condition Management — Ease of Participation * 100 99
Likelihood to Recommend 83 73 72
Likelihood to Stay Enrolled 90 89 88
*Sample size too small to report.
2020 Continuous Tracking Program; HCSC and SPH Analytics
Survey Respondents: HMO – 103; PPO – 280; Total – 480
Find Tools and Resources

Log in to Blue Access for MembersSM, our secure member website, for a personalized search experience based on your health plan and network. Learn more about your benefits and gain access to member services. Get coverage details, access resources and tools, and more. You can also find doctors in your network, get an ID card, and sign up for text or email notifications, tips and reminders.

Originally published 11/18/2019; Revised 2020, 2021

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