Vermont Health Connect Customer Satisfaction and Experience Evaluation

Friday, September 4, 2015
Vermont Health Connect Customer Satisfaction and Experience Evaluation
Michael Chin, MD
University of Massachusetts Medical School
Bittie Behl-Chadha, PhD
University of Massachusetts Medical School

This report provides results from the customer satisfaction and experience evaluation for the state of Vermont’s health insurance marketplace. Findings include customer experience with the Vermont Health Connect (VHC) website and customer support center, selection of a health insurance plan, enrollment in dental plans, health insurance literacy, and overall perceptions of VHC. The survey collected responses from 2,569 VHC customers and found that customers were highly engaged with the process of obtaining health insurance, highly utilized both the website and the customer support center, and were generally satisfied with the information VHC provided to facilitate plan selection.

Client/Partner