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20 June 2023

Study reveals dental plan satisfaction rising as communications, plan coverage increases


Overall customer satisfaction with dental plans is up 18 points from a year ago, according to the J.D. Power 2023 U.S. Dental Plan Satisfaction Study.

Christopher Lis, managing director of global healthcare intelligence at J.D. Power, said in a news release that last year, the study found that dental plans must increase communication strategies to highlight plan value to increase customer satisfaction. 

“Findings from this year’s study show that dental plans took note as communication and coverage factors had the largest weighted year-over-year increases,” he said. “Customers want to make sure they know their deductibles and coverage benefits — with full transparency on out-of-pocket costs. The efforts of health plans like Aetna and Humana to inform and educate insureds have not gone unnoticed and are reflected in their higher overall satisfaction scores.”

Study ranking

Aetna Dental ranks highest in overall customer satisfaction with a score of 816 out of 1,000. Humana Dental ranks second with a score of 809. United Concordia Dental ranks third with 796.

The 2023 U.S. Dental Plan Satisfaction Study measures customer satisfaction with dental plan providers based on five factors, in order of importance: 

  • cost
  • plan coverage
  • communication
  • customer service,
  • and claims and reimbursement. 

The study is based on responses from 1,411 dental plan members and was fielded in March to April 2023.

About J.D. Power

J.D. Power is a global leader in consumer insights, advisory services and data and analytics. A pioneer in the use of big data, artificial intelligence (AI) and algorithmic modeling capabilities to understand consumer behavior, J.D. Power has been delivering incisive industry intelligence on customer interactions with brands and products for more than 50 years.

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