|
A recent nationwide survey reveals what brokers, consultants and benefits managers want most from dental benefits carriers.
Brokers and consultants put customer service at the top of the list. This was followed by value, easy administration, fast claims and problem resolution. Benefits managers had a nearly identical list, but ranked differently. Value topped their list, followed by customer service, fast claims, ease of use and easy administration.
"We wanted to take a close look at what truly matters to the people who matter most to us," said Tom Dolatowski, vice-president of marketing for Delta Dental Plans Association, which sponsored the study. "We were pleased to learn that our brand is the most familiar, owns the strongest reputation and has the most dominant share of mind among each of the groups surveyed."
The study also looked at the competitive landscape in the dental benefits market. Delta Dental was recognized as the category leader among all audiences surveyed. We also outperformed the competition in the areas that were identified as most important to those surveyed.
The study was conducted by the Long Group, an independent market research firm. Three in five brokers and consultants gave Delta Dental an excellent rating. This is 15 percentage points higher than competing carriers scored as a group.
Among benefits managers, 85% viewed Delta Dental as very good or excellent at meeting or exceeding expectations. That was 14 percentage points higher than the competition scored. Delta Dental also scored 14 percentage points higher than the competition in customer service satisfaction, with 82% of benefits managers rating Delta Dental's customer service very good or excellent.
"All of this is good news for us. But, more importantly, the findings are a great tool for us to learn more about our customers," said Dolatowski. "With this information, we can work on developing new products, features and targeted communications to help people realize the best health and financial benefits from their dental plans."
The study included nationwide telephone surveys with 900 brokers and consultants selling dental benefits, and 900 benefits managers serving 100 or more employees in the 25 largest states or dental benefits markets. The survey also gathered information from consumers and dentists to measure attributes unique to their needs.
|
