Vision Plan Customer Satisfaction Increases, J.D. Power Finds

Overall customer satisfaction among vision plan members has increased in 2019, driven by improved perceptions of value and coverage. According to the J.D. Power 2019 Vision Plan Satisfaction Report,SM, overall satisfaction increased by 17 points (on a 1,000-point scale) to 770 this year from 753 in 2018.

Study Rankings

Fidelity Security ranks highest in customer satisfaction with vision plan insurers with a score of 874. Versant Health ranks second with a score of 803 and UHC/Optum (778) ranks third.

The 2019 Vision Plan Satisfaction Report is based on responses from more than 1,000 vision plan members. The study was fielded in October 2019. The report, now in its sixth year, measures customer satisfaction with vision plan providers based on five factors (in order of importance): coverage; cost; communications; customer service; and reimbursement.