Two years ago, we conducted our first-ever “Voice of the Digital Member” survey to uncover the digital demands of health plan members. Our findings revealed health plan members had a growing appetite for digital, and we recommended that payers invest in digital engagement capabilities to sell and service plans; design for mobile first; and communicate more effectively with members about digital offerings.
This year we revisited those findings, conducting an in-depth quantitative survey online with 2,400 respondents in four national, 10 Blue, 154 regional and Medicare and Medicaid health plans across 50 states. We learned that health plan members want more digital than ever—and are still waiting for payers to deliver it. These following snapshots of our top 10 key survey findings show where payers still have room to improve and expand their digital offerings.