Nov. 18, 2021 — As doctor visits increase, consumer satisfaction with vision plans is bouncing back after dropping in 2020. That’s a key finding in the recently released J.D. Power 2021 U.S. Vision Plan Satisfaction Report, which is based on the responses of more than 1,110 vision plan members from the largest vision insurance providers in the U.S.
 
Now in its seventh year, the study was conducted from September through October of this year. Based on a scale of 1,000 points, the industry average satisfaction score is pegged at 769 in this just-completed 2021 study. That’s up from 760 a year earlier.
 
Visits are up year-over-year as well, with 5% more vision plan members reporting they have visited eyecare providers in the last six months than during the same period in 2020.
 
UnitedHealthcare Vision ranks higher than all its competition with a satisfaction score of 825. Aetna Vision comes in second at 816, and Davis Vision ranks third with a customer satisfaction score of 775, followed by VSP (767) and EyeMed (758). Those customer satisfaction ratings are based on five factors. In order of importance, they are coverage, cost, communications, customer service, and reimbursement.


Source: J.D. Power 2021 U.S. Vision Plan Satisfaction Report
 
The goal of the Satisfaction Report is to make vision insurance companies aware of the preferences, needs, and expectations of their members in order to increase overall customer satisfaction and target those performance activities that most influence ROI.

J.D. Power provides global consumer insights, advisory services, data, and analytics, and it conducts these reports in a variety of industries.