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Comparing customer experience

Health insurers, including industry giant Anthem Inc., have fared poorly for years in a closely watched survey of U.S. consumers. Below are 2014 customer rankings on a scale of 0 to 100.

Kaiser Permanente

BC/BS Michigan

BC/BS Illinois

United Healthcare

Humana

BC/BS Texas

Other BC/BS

Aetna

Cigna

Anthem

Medicaid

Excellent

Good

OK

Poor

Very poor

Note: Comcast, Time Warner score as TV service providers. Amazon scores as retailer. BC/BS: Blue Cross Blue Shield

By selected companies

By health insurers

57

58

59

60

62

62

67

67

74

75

76

Amazon

Marriott

Southwest

Wal-Mart

Verizon Wireless

Progressive

Bank of America

Comcast

Anthem

Time Warner Cable

85

75

65

55

56

58

59

66

71

74

79

81

87

88

Sources: FactSet Research, Forrester Research Inc.
Graphics reporting by Scott Wilson, Chad Terhune

@latimesgraphics

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