December 3, 2015

2014 Customer Survey Results Are Now Available

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 questioned about their interaction with their health plan, doctors and hospitals.

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

See the chart below to view our most recent survey results:

2014 Customer Satisfaction Survey
January – December 2014
	HMO	PPO	Total
Overall Evaluation	94	93	93
Overall Customer Service	97	86	86
Time to Reach Service Representative	84	79	79
Wait Room Time	89	86	86
Referral Process	88	N/A	87
Timely Paid Claims	93	90	90
Health and Wellness Information – Availability	80	88	87
Health and Wellness Information – Trustworthiness	88	89	89
Condition Management Overall	N/A	93	92
Condition Management – Ease of Participation	N/A	91	91
Likelihood to Recommend	91	91	91
Likelihood to Stay Enrolled	86	89	89

Blue Cross and Blue Shield of Oklahoma is a Division of Health Care Service Corporation, a Mutual Legal Reserve Company, an Independent Licensee of the Blue Cross and Blue Shield Association.