LOUISVILLE, Ky. — Leading health and well-being company Humana Inc. has been recognized by Newsweek as Best in Customer Service among health insurance companies in the magazine’s new “America’s Best Customer Service 2019” rankings.
In compiling its study, Newsweek and global research firm Statista collected and analyzed surveys from more than 20,000 U.S. consumers who have used services, made purchases, or gathered information about services or products in the past three years.
Company rankings then were determined based on feedback regarding the company’s Net Promoter Score – the likelihood of customer recommendation – as well as on five consumer evaluation criteria: Quality of Communication; Technical Competence; Range of Services; Customer Focus; and Accessibility.
“Newsweek has always been committed to deep reporting about American workers, both the challenges they face and the transformations they achieve,” said Nancy Cooper, Newsweek global editor in chief. “As we examined the larger, impersonal forces that are transforming retail, it seemed like a good time to recognize a more personal factor in business success: the ways in which many companies nurture their relationships with consumers.”
In all, Newsweek ranked companies across 141 sectors, including service providers, brick and mortar retailers and online retailers. Humana ranked atop all companies evaluated in the Health Insurance Services category.
“We’re very proud to receive this top honor from Newsweek,” said Vicki Perryman, Humana senior VP of consumer and provider service and solutions. “Humana’s customer service team is passionate about helping members achieve their best health, and dedicated to resolving inquiries as quickly as possible. We focus on personalized engagement with members and making a connection with them. They’re at the center of all we do.”
Newsweek’s “America’s Best Customer Service 2019” rankings are now posted on the magazine’s website, and will appear in an upcoming print edition.