Jun 16, 2025
According to the J.D. Power 2025 U.S. Commercial Member Health Plan Study,℠ Kaiser Permanente® ranks high for member experience.
Some findings include:
Member Experience Drives Employer Decisions: A notable 20% of employers cite low employee satisfaction as a top reason for switching health plans. Plans that invest in better engagement, education and service stand to gain both members and employer clients.
- What Kaiser Does: Thanks to popular plans and flexible slicing options, Kaiser has a 90% retention over the past several years.
Understanding Benefits Leads to Better Outcomes: Members who understand their out-of-pocket costs and out-of-network coverage have higher satisfaction and fewer issues such as denials and inaccessible care.
- What Kaiser Does: Virtual care with $0 co-pay, integrated with in-person care, makes accessing care easy.
Digital Tools are Underutilized: Tools like chronic condition management programs, provider communication features and remote monitoring platforms deliver strong satisfaction gains but remain underused. This points to a critical disconnect between digital availability and member awareness.
- What Kaiser Does: Kaiser continues the current value add programs including ClassPass, Calm App, MyStrength, Ginger and others.
The study measures member satisfaction with commercial member health plans in 22 geographic regions. Kaiser is the highest-ranking health plans in these regions:
- California: Kaiser Foundation Health Plan - for an 18th consecutive year
- Maryland: Kaiser Foundation Health Plan - for a fourth consecutive year
- South Atlantic: Kaiser Foundation Health Plan - for a 16th consecutive year
- Virginia: Kaiser Foundation Health Plan - for a second consecutive year
Contact your Amwins Connect Regional Sales Manager for more information.
