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 2019. The numbers in the chart represent the percentage of surveyed members who gave the category a positive rating.

2019 Customer Satisfaction Survey
January – December 2019
HMO PPO ALL
Overall Evaluation 87 91 90
Overall Customer Satisfaction 87 86 85
Time to Reach Service Representative 83 82 81
Waiting Room Time 88 90 89
Referral Process 91 N/A 92
Timely Paid Claims 90 93 92
Health & Wellness Information — Availability 77 86 86
Health & Wellness Information — Trustworthiness 85 90 89
Condition Management — Overall * 92 92
Condition Management — Ease of Participation * 93 93
Likelihood to Recommend 89 90 90
Likelihood to Stay Enrolled 89 92 91
*Sample size too small to report.
2019 Continuous Tracking Program; HCSC and DSS Research
Survey Respondents: HMO – 125; PPO – 550; Total – 825
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 November 18, 2019; Revised 2020

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