CxPi Scores For Healthcare Companies

CxPi is the Customer Experience Index from Forrester. 

The CxPi is based on consumer evaluations during November 2009 across three areas: 1) meeting needs; 2) being easy to work with; and 3) enjoyability.

As expected, pure healthcare companies fall towards the bottom here, but some of the retail pharmacies are much higher up.

• Walgreens – 21
• CVS – 24
• Kaiser – 75
• Humana – 85
• Medicare – 102
• Blue Shield of California – 119
• Cigna – 123
• Aetna – 126
• Anthem – 129
• Medicaid – 130
• United – 131

There weren’t a lot of excellent scores in the survey, and I’m sure we can all debate where the companies fall.  But, I think the point that healthcare clusters at the bottom (and has since the beginning) is a problem.  How do we improve that consumer experience?