​​Quality & Satisfaction Research Institute

 Driving  Product & Service Excellence 

Customer Satisfaction Report

Press Release 

Unique to the health insurance industry, the CSIPR captures customer opinions about critical parts of the policyholder experience. The model has proven to surpass conventional customer analysis or  simple customer satisfaction performance indicators. The  CSIPR framework explain the impact of all the individual parts  of the customers experience to learn how to increase satisfaction with the correct part to positively impact your business’s bottom line accurately and effectively.


Industry Benchmark variables include;


  • Range of plans coverage
  • Standard medical service coverage
  • Prescription drug coverage
  • Primary care access
  • Specialty care access
  • Insurance statements understanding 
  • Ease or difficulty claims submission 
  • Claims processing speed 
  • Client Service location or Phone accessibility
  • Physician directory 
  • Website

Health Insurance  Sector 

2015 the first annual presentation for  the health insurance sector , it will be measured with over (4) thousand customers surveys that are focused in capturing  the most recent experiences with  their health insurer, health facility services , pharmacy drug coverage from their health insurer. The customer survey data serve as inputs to CSIPR proprietary pantented model, which embeds customer satisfaction within a series of cause-and-effect relationships.

The Index is constructed  by  multi-variable aggregates each creating a latent variable composed of several questions  that are weighted in the model. The questionarie measure what affects satisfaction  as well as the effects of satisfaction. The scores are reported on a 0 to 100 value scale. The standard model methodology quantifies the strength of each variable relationship on the left to those were the arrow points on the right. These arrows are defined as “impacts.” The model is self-weighting to use the full advantage of scientific rigor to explain customer satisfaction CSIPR on customer loyalty and therefore retention. An examination of the latente variables and impacts directions , users can determine what drivers of satisfaction , if improved,  effects most on customer loyalty.