Consumer satisfaction with vision plans increases in 2021
Vision plan satisfaction has increased this year after an overall satisfaction decrease in 2020, according to a press release from J.D. Power.
J.D. Power’s 2021 U.S. Vision Plan Satisfaction Report was fielded from September to October 2021 and revealed overall satisfaction as 769 out of 1,000 this year as compared to 760 in 2020. UnitedHealthcare Vision ranks highest in customer satisfaction followed by Aetna Vision and Davis Vision, with overall satisfaction scores of 825, 816 and 775 respectively.
The report credits the rebound in satisfaction score with increases in doctor visits, with 5% more members visiting their vision care providers within the past 6 months of 2021 compared to the same time period in 2020.
The report bases customer satisfaction with vision plan providers on five factors listed in order of importance: coverage, cost, communications, customer service and reimbursement.