The Pacific Business Group on Health recently released a short brief, “Evaluating Consumers’ Experience with the Exchange (Application, Plan Shopping, & Enrollment): Consumer Marketplace Experience Survey.” This brief will be a valuable resource for exchange officials (and exchange advocates and allies) who are developing the required consumer experience survey. It features a list of questions PBGH recommends should be included in a customer experience survey.
These questions are categorized into multiple domains meant to capture the totality of the consumer interaction with marketplaces, including:
• Application / Eligibility;
• Health Plan Shopping;
• Enrollment;
• Customer Service; and
• Preferences.
The full issue brief can be found here.
