According to the J.D. Power 2025 U.S. Healthcare Digital Experience Study:

• On average, customer satisfaction with apps is 653 (on a 1,000-point scale) among commercial member health plans and 597 among Medicare Advantage plans. By comparison, customer satisfaction with apps is significantly higher in three other industries in which J.D. Power conducts studies -- full-service wealth management companies (794); property and casualty insurers (700); and automotive finance companies (672).
• Among commercial member health plan digital experiences in which overall satisfaction scores are 801 or higher, 58% of members are likely to have a much more positive impression of their employer.
• Among Medicare Advantage plan digital experiences in which overall satisfaction scores are 801 or higher, 85% of members say they “definitely will” renew with their current plan, which is more than double the intended loyalty rate for digital experiences with scores of 500 or less.
• The most important factor driving satisfaction with both commercial and Medicare Advantage plans is ease of finding information needed. When that basic criterion is met, overall member satisfaction rises 83 points. However, health plans are failing to deliver that level of digital experience 39% of the time.
• The percentage of commercial health plan members who have used their insurer’s mobile app within the past year has increased to 37% in 2025, up from 31% in 2024. Overall satisfaction is highest (636) among those who use the mobile app when compared with a website (607) or phone (607). However, when members have a poor digital experience, their likelihood of reusing that channel again in the future falls to just 27%.