Katie Freeman

Lauren Pumford

Nikki Call

Lucas Hossi

Matt McLaughlin

The current customer satisfaction survey is costly to administer, is poorly worded, does not provide actionable feedback, and has a low response rate.

• How can we improve it?
• How can we reduce or eliminate paper?
• Should we modify questions?
• Who should receive the survey and how?
• How can we revise to ensure SLAs are met?

Vaishaili Rajput Nukala 

Mike Bobak

Chris Heggelund

• Scantron method is antiquated
  • Respondents do not capture sentiment of our membership
  • One mode of communication, reaching small audience
  • Expensive—paper, postage (~$49K and increasing annually)
• Timing of survey
  • Delivered in December—too far after actual Delta Dental experience 
• Asking too many questions and not the right ones
• Data is not used outside of responding to PG contractual obligations
• Lacking accountability 

• Reduce or eliminate paper
• Reach a broader audience
• Develop real-time delivery methods
• Ask the right questions
  • Capture customer's experience with Delta Dental
    • Avoid responses about plan design or dental office experience
• Include NPS question and methodology
• Develop real-time delivery methods
  • Reach a broader audience
• Continue to meet SLA metrics
  • Current state and future state co-exist as new method results are gathered
• Transition PG contracts to updated language aligning with new methodology
• Gain insights using data + improve process + enhance our member experience

• Year end 2023 at risk amounts:
  • Minimum penalty risk = $700K
  • Maximum penalty total based on applicable contract caps of 25% or 50% = $23M
    
    
• 2024: 284 clients with a member satisfaction guarantee
  • Penalty is 1% of admin
  • Penalty language: If Delta Dental does not meet this guarantee each calendar year, Delta Dental will refund one percent of the Contractor's total annual administration costs for each one percent that the overall Member Satisfaction Rate is below the XX percent goal.
    
    
• Member satisfaction guarantee group standards:
  • 258 have a goal of 95%
  • 16 have a goal of 85%
  • 10 have a goal of 90%–92.5%
    
    
• Unique requirements of specific groups handled individually as new approach is rolled out
  • MPSERS, Ford, State of Michigan, URMBT 

• 2023: Member Satisfaction PG language changed effective January 2023 reducing result guarantee from 95% to 85% (industry standard)
  • If Delta Dental does not meet this guarantee each calendar year, Delta Dental will refund one percent of the Contractor’s Total Annual Administration Costs for each one percent that the overall Member satisfaction Rate is below the 85 percent goal.
    
    
• 2024, ongoing:
  • Initiative to remove all PGs from existing contracts
  • Requiring manager approval to add Member Satisfaction Survey to PG’s on all new clients onboarding
    
    
• 2025: Legal to file new language to align with multi-channel approach
  
  
• 2026: Implement new language in all (possible) current and future contracts

• Design questions to inform member of who they are rating and encourage participation
  • Directly related to our business
  • Delivered closer to interaction with Delta Dental
  • Natural, familiar language
  • Don't ask questions we don't need
    
    
• Short length—3–6 questions
  
  
• Include NPS

• Develop communication channels to distribute survey in a costly, real-time method that reaches a broader audience
  
  
• Reaching those interacting with Delta Dental via call center, website, Member Portal, EOBs—
  meeting people at their preferred communication channel

Identifying interaction categories across members:

EOB with claim

Genesys—web and voice survey capabilities

• Genesys surveys invite a customer to provide feedback following an interaction with our contact center
  • Creates a customer survey form
  • Sets up a web survey invite flow or a voice survey flow
• Configures a policy to send web surveys to customers, or configures an inbound call flow to transfer customers to the voice survey after the agent disconnects
  • Includes post-flow action in an inbound call flow to transfer a caller to a voice survey after the agent disconnects
• Allows external contacts to opt out of surveys
• Included in cost of existing Genesys platform

Flexibility in post-interaction survey

• Ability to deliver group specific survey if required
• Ability to report results by client and in total if required
• Ability to include NPS question and report NPS scores separately, if required

• QR added to mailed EOBs—directs member to website to complete survey
  
  
• Ability to customize by group using member ID as identifier to meet group specific requirements, if needed, or can be a static code
  
  
• Results would be combined with Genesys platform results

• Implementation of Member Portal and its ready-to-go survey capabilities
  
• Access the ease of use of our site or finding information they were looking for
  
• Access the satisfaction with our claims payment processing/doing business with Delta Dental
  
• NPS
• Additional feedback

• Access the BOT's ability to respond to queries accurately and its usefulness
• Additional feedback through survey at end of user experience
• Access the ease of use of our site or finding information they were looking for
• Access the satisfaction with our claims payment processing/doing business with Delta Dental
• NPS
• Additional feedback

Dependencies

• Command Center Feature Teams
  • Genesys implementation
• Risk management
  • Survey questions
    • CSAT
    • NPS
• Compliance
• Data Insight
• Who is the team that helps us with statistically validate data?
• CCM (Cypress and Quadient Teams/Document Management)
• Individual Feature Teams
  • Member Portal
• Claims Feature Teams
  • EOB
    • Form?
• C3
• Sales
• PMO
• Mail Services/Printing
• Legal

Scantron survey questions

• No changes for 2024
• Phase out as others implemented where possible
• Today
• Future
• NPS
• CSAT

Genesys

• Today
• Future

EOB + QR code

• QR code added to paper
• EOBS with QR code
• Survey administered similar to CAHPS survey

Future BOT integration

• BOT is customer service; survey questions live in BOT

Data analysis where CSAT questions live

• Who will be analyzing all this data going forward?

Member Portal

• Call to action box turned on
  • Decision on pilot
  • Check click/engagement
  • Microsoft form/Genesys
  • Conscious of how data ties and is formatted
• Implementation of Member Portal and its ready-to-go survey capabilities