Priority Health

Priority Health goes beyond ad-hoc surveys to understand every touchpoint in the customer journey

5.5% increase in customer experience index

Provides insight on customer attitudes and opinions

Improves member experience

overview

Priority Health, an award-winning health insurance plan provider, leveraged the Vision Critical platform to improve services and communication channels, increase customer engagement and deliver innovative products.

Fast Facts

Industry:

Health Care

Role:

Customer Experience

Use case:

Customer experience

Marketing effectiveness

Business Outcome:

Improve customer satisfaction

Accelerate innovation

De-risk decisions

Business Challenge

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.

Solution

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.

5.5% increase in customer experience index

Provides insight on customer attitudes and opinions

Improves member experience

PriorityVoice has been an instrumental tool in our customer experience movement, offering real-time insight needed to move the needle in customer satisfaction and engagement.

-Nate Foco, Senior Director, Sales and Market Intelligence, Priority Health

Having real-time member feedback has been a game-changer. With our insight community, we’re able to improve our relationship with members and let them know how their feedback helps us improve.

-Kristie Burns, Director, Integrated Marketing Communications, Priority Health

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