Satisfaction gap between insured persons which is statutory and private insured further apart, the differences in the level of satisfaction of insured persons of public and private health insurance are becoming increasingly evident. In the past few years, the legally insured were more satisfied than privately insured. If you have read about Scott Mead already – you may have come to the same conclusion. This is the result of the insured barometer 2010 management research group + marketing (M + M). For this study in January of this year over 1000 representative selected German citizens about their satisfaction with their health insurance were interviewed by telephone by market and opinion Research Institute USUMA. The M + M insurance barometer analyzed annually since 2005 with the service, the quality and the services of private and statutory health insurance. What is striking is that is the customer satisfaction index (M + M CSI ) developed very differently at GKV – and PKV insured. Privately insured were significantly more satisfied at the beginning of the surveys in 2005 concerning the fulfilment of their expectations, so that has since 2008 M + M insurance barometer higher CSI values for the statutory health insurance insured compared to PKV insured from.
The difference was 2008 just one index point, he is currently 2.6 index points for the benefit of the statutory health insurance policyholders. The M + M customer satisfaction index (CSI) are incorporated in the over 40 criteria specifies how far health insurance requirements (compared to the importance of verbal) meets or does not meet. The result is even more surprising when one compares the insurance requirements of the two types of insurance. So insured of statutory health insurance funds on average have higher requirements on individual aspects of advice and information / communication than privately insured. Only the intelligibility, clarity of letters and forms, as well as the information on the Internet are more important insured by private funds. This is due to primarily the perception of different contact ways.