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October 2013 St@teside

PBGH Releases Brief on How to Evaluate Consumers' Experience with the Exchange

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.