DETROIT— Blue Cross Blue Shield of Michigan was recognized this week by Forrester Research’s January 2014 report, “The Customer Experience Index, 2014,” as earning the biggest improvement across multiple industries in overall “customer experience.” This ranking advances the company to a second place ranking overall among the health insurance providers evaluated. The Forrester report surveys consumers about their “customer experience” at 175 large U.S. brands across 14 industries, including insurance firms.
Blue Cross Blue Shield of Michigan scored a 75, following what Forrester refers to as a “jaw-dropping increase” of 22 points. BCBSM now ranks second place among surveyed health insurance providers nationally. Continue reading