For Customer Experience Professionals

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	November 20, 2009 Member Registration Plagues Health Plan Sites Interviews Of 17 Health Plans Uncover The Need For Email Addresses by Elizabeth Boehm with Bruce D. Temkin, Rachel Zinser	Average: 9  (1 rating)

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Executive Summary

The Web is becoming a bigger part of health plans' member service and member communication strategies, but health plans struggle to drive adoption. Forrester recently interviewed customer experience professionals responsible for member service Web sites at 17 health plans and learned that registration levels and measurement approaches vary widely — even as security practices converge. To improve the value of their online efforts, health plan customer experience professionals should analyze administrative and medical savings from online members and capture email addresses during the enrollment process.

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