UX Benchmark Report for Health Insurance Websites (2018)

UX Benchmark Report for Health Insurance Websites (2018)


Product Description

An analysis of 495 participants on five health insurance websites: Aetna, Anthem, Humana, Cigna, Kaiser Permanente and United Healthcare. This report contains UX benchmarks (SUPR-Q and task-metrics), Net Promoter Scores, a Key Driver Analysis and behavioral data from June 2018.


Table of Contents

Study Overview
SUPR-Q Scores
Trust & Credibility
Key Findings SUPR-Q & NPS- Perception Study
Past Experiences & Visit Frequency
Areas for Improvement- Perception Study
Strenths + Weaknesses – Calibrated Evaluator’s Guide
Key Drivers of UX Quality
Key Findings SUPR-Q & NPS – Usability Study
2014 to 2018 Comparison

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