What Do Customers Expect from Their Dental and Vision Plans?

We recently released the results of the 2022 U.S. Vision and Dental Satisfaction Studies. Check out our high level findings:

Dental Plans
As dental practices continue to consolidate after two years of pandemic uncertainty, patient visits seem to be leaving a cavity of satisfaction. Overall satisfaction is down 15 points (on a 1,000-point scale) from a year ago, according to the J.D. Power 2022 U.S. Dental Plan Satisfaction Study,^SM. The study shows that dental plan providers must implement strong communication strategies to showcase plan value and increase customer satisfaction.

“In a post-pandemic environment, dental plan members are demanding a higher level of value-based services,” said Christopher Lis, managing director of global healthcare intelligence at J.D. Power. “While consolidation in the dental industry could provide a higher level of service, plan providers still have work to do. The biggest opportunity here is to improve on overall communication, specifically in benefits, services and timeliness in claims. Customer satisfaction in both dental plan cost and coverage correlates directly with the ease of understanding plan benefits and services.”

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Vision Plans
Solid member communications correlates directly to overall satisfaction, according to the J.D. Power 2022 U.S. Vision Plan Satisfaction Study,^SM. Satisfaction among plan members who contacted their plan provider is 44 points higher (on a 1,000-point scale) than those who did not. The study also shows that satisfaction improves when customers received information directly from their plan provider.

“With vision becoming more prominent in value-based care designs, it’s important to keep an eye on—pun intended—ways to improve member communications,” said Christopher Lis, managing director of global healthcare intelligence at J.D. Power. “Receiving information about the network of eye doctors and eyewear stores corresponds with the highest lift in overall satisfaction 78 points. However, 43% of insureds received no information from their vision plan provider. There is an opportunity to increase customer satisfaction by focusing on consistent member communications.”

Read the full press release for brand rankings >