Customer Service
2024-25 Edition
Why is customer service important?
If you are an HMO or PPO member, good customer service means that you feel that you are treated well and you get information about your questions.
What can health plans do to make sure they provide good customer service?
Highly rated plans put systems in place and train their staff to help you get the information that you need.
What do the stars mean?
The scores show the percentage of health plan members who highly rated their HMO or PPO on its customer service. A higher score means more members said they are getting good customer service.
The scores are based on information from a survey of a sample of at least 100 health plan members who contacted their plan in 2022 or 2023.
Data Disclaimer
The data source for data for the Report Cards is Quality Compass® 2024 and is used with the permission of the National Committee for Quality Assurance (NCQA). Quality Compass® 2024 includes Healthcare Effectiveness Data and Information Set (HEDIS®) and Consumer Assessment of Healthcare Providers and Systems (CAHPS®) data. Any data display, analysis, interpretation, or conclusion based on these data is solely that of the authors. NCQA specifically disclaims responsibility for any such display, analysis, interpretation, or conclusion. Quality Compass and HEDIS are registered trademarks of NCQA. CAHPS® is a registered trademark of the Agency for Healthcare Research and Quality (AHRQ).
Users of the data shall not have the right to alter, enhance, or otherwise modify the data. Anyone who wants to use or reproduce the data without modification for a noncommercial purpose may do so without obtaining any approval from NCQA. All commercial uses must be approved by NCQA and are subject to a license at the discretion of NCQA. Use by healthcare providers in connection with their own practices is not commercial use. A "commercial use" refers to any sale, license, or distribution of the data for commercial gain, or incorporation of the data into any product or service that is sold, licensed, or distributed for commercial gain, even if there is no actual charge for inclusion of the data. ©2004-2024 National Committee for Quality Assurance, all rights reserved.