Priority Health recognized that to keep up with significant industry changes, it needed to deliver exceptional customer experience. The organization sought a solution that delivers better insight through continuous member engagement. It needed an alternative to ad-hoc surveys, which only provide point-in-time snapshots of customer behaviors and attitudes.
The insurance provider launched the insight community PriorityVoice to gather ongoing member feedback. Input from the community informed customer experience initiatives, including the messaging and design of member ID cards and reward program materials. Feedback from the community also helped Priority Health understand how their customers’ attitudes and opinions influence their Customer Experience Index: a proprietary, weighted composite customer experience score based on metrics like overall satisfaction, NPS and loyalty.