Saturday, September 14th, 2013

With the announcement last week of the Roy Morgan Research Australian Customer Satisfaction Awards for 2012, a light has been shone on the gap in Customer Satisfaction between the major private health insurance providers and their smaller competitors.

The Awards identify and commend the businesses that listened to their customers throughout 2012 and provided an industry-leading level of satisfaction. Not-for-profit private health insurer CBHS received the award for 2012; having recorded the highest Customer Satisfaction score of any private health insurer for five out of the twelve months — more often than any other provider.

The remainder of the year was shared between four other institutions of relatively modest market share; HIF, Health Partners, CUA Health and Teachers Federation Health.

When compared against an average for the major providers, as well as against the total market, the performance of these smaller providers suggests that what they lack in market size is made up for in their ability to recognise and fulfil the needs of their customers.

Norman Morris, Industry Communications Director, Roy Morgan Research, says:

“Since the introduction of reforms to the rebate tiers in July 2012, there has been an increased focus among all private health insurers on customer retention and satisfaction.

“As last week’s Customer Satisfaction Awards demonstrated, the smaller private health insurance providers have been especially proactive in this respect, and their customers have noticed!”


Source: Roy Morgan Single Source (Australia), 12 month moving average to December 2012, average sample size = 23,623. Base: Australians 14+ who are Private Health Insurance customers. 


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Roy Morgan Research

Roy Morgan Research is Australia’s best known and longest established market research and public opinion survey company. Roy Morgan Single Source is thorough, accurate, and provides comprehensive, directly applicable information about current and future customers. It is unique in that it directs all the questions to each individual from a base survey sample of around 55,000 interviews in Australia and 15,000 interviews in New Zealand annually - the largest Single Source databases in the world. The questions asked relate to lifestyle and attitudes, media consumption habits (including TV, radio, newspapers, magazines, cinema, catalogues, pay TV and the Internet), brand and product usage, purchase intentions, retail visitations, service provider preferences, financial information and recreation and leisure activities. This lead product is supported by a nationally networked, consultancy-orientated market research capability.
Shaun Ellis
P: 03 9224 5332


Private Health Insurers



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