Experience Benchmark: Health Plan Website

Our comprehensive benchmarking and gap analysis of the health plan member experience reveals strengths, weaknesses and tailored recommendations for improvement.

Health Plan Website Experience Benchmark target platforms

Clients can create a custom-made list of leading industry competitors for inclusion in our benchmarking audits. Using our extensive network of panelists, we provide an unparalleled assessment of the digital member experience at leading health insurers.

Deep Dives into Framework Categories

From Digital Care to Online Health & Wellness Centers, our benchmarking audit analyzes firms within seven framework categories, 40 sub-categories and over 200 attributes.

Health Plan Website Experience Benchmark Deliverables


Importance Ratings

We weight each category, sub-category and attribute according to proprietary surveys that determine the importance of each feature to digital health plan users.


Benchmarking Data

Firms receive scores on a four-point scale for every category, sub-category and attribute, identifying strengths and weaknesses for you and your competitors.


Peer Gap Analysis

Illustrates the gap between the client and the average for all health insurers, stacked by strength to weakness.


Tailored Recommendations

We prioritize enhancements to the digital member experience by drawing from industry best practices and audit performance.

Project Scope & Timeline


  • Updates – Build in quarterly or semi-annual updates that track progress, highlight new features
  • Analyst support – Receive ongoing access to our analysts throughout the engagement
  • Receive tailored recommendations with competitor best practice examples
  • Segment survey data by demographics

Software Customization

  • Create custom reports with our proprietary audit software, including head-to-head comparisons and altered weightings to reflect different user types in any combination of categories
  • See analyst commentary for grading justification, and review our grading criteria

Get an edge with a Health Plan Website Experience Benchmark

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