Biting Down on Value: Overall Dental Plan Satisfaction Falls as Industry Consolidation Rises, J.D. Power Finds

Humana Dental Ranks Highest in Customer Satisfaction

As dental practices continue to consolidate after two years of pandemic uncertainty, patient visits seem to be leaving a cavity of satisfaction. Overall satisfaction is down 15 points (on a 1,000-point scale) from a year ago, according to the J.D. Power 2022 U.S. Dental Plan Satisfaction Study,^SM released today. The study shows that dental plan providers must implement strong communication strategies to showcase plan value and increase customer satisfaction.

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J.D. Power 2022 U.S. Dental Plan Satisfaction Study (Graphic: Business Wire)

“In a post-pandemic environment, dental plan members are demanding a higher level of value-based services,” said Christopher Lis, managing director of global healthcare intelligence at J.D. Power. “While consolidation in the dental industry could provide a higher level of service, plan providers still have work to do. The biggest opportunity here is to improve on overall communication, specifically in benefits, services and timeliness in claims. Customer satisfaction in both dental plan cost and coverage correlates directly with the ease of understanding plan benefits and services.”

Study Ranking

Humana Dental ranks highest with a score of 794. UnitedHealthcare Dental (789) ranks second and DentaQuest (784) ranks third.

The 2022 U.S. Dental Plan Satisfaction Study is based on responses from 1,263 dental plan members. The study was fielded in March-April 2022. The study measures customer satisfaction with dental plan providers based on five factors, in order of importance: cost; coverage; communications; customer service; and claims and reimbursement.

For more information about the U.S. Dental Plan Satisfaction Study, visit https://www.jdpower.com/business/healthcare/us-dental-plan-satisfaction-study.

See the online press release at http://www.jdpower.com/pr-id/2022067.

About J.D. Power

J.D. Power is a global leader in consumer insights, advisory services and data and analytics. A pioneer in the use of big data, artificial intelligence (AI) and algorithmic modeling capabilities to understand consumer behavior, J.D. Power has been delivering incisive industry intelligence on customer interactions with brands and products for more than 50 years. The world's leading businesses across major industries rely on J.D. Power to guide their customer-facing strategies.

J.D. Power has offices in North America, Europe and Asia Pacific. To learn more about the company’s business offerings, visit JDPower.com/business. The J.D. Power auto shopping tool can be found at JDPower.com.

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