WellPoint hits bottom with customers

February 17, 2010

Even before WellPoint dissatisfied President Obama over its rate increases in California, it wasn't doing so hot satisfying its actual customers.

The Indianapolis-based health insurer tied for the lowest customer satisfaction score at the end of 2009, according to the American Customer Satisfaction Index, which was released Tuesday.

WellPoint's score of 67 was down one point from its score at the end of 2008. But its rival, Minnesota-based UnitedHealth Group, improved dramatically from a year ago, leaving WellPoint as the lowest-scoring health insurer.

Only one other major company, Bank of America, scored as low as WellPoint on customer satisfaction. It's an understatement to say the bank didn't have a good year, as it made numerous cutbacks after its ill-fated acquisition of Merrill Lynch.

The overall American Customer Satisfaction Index score was 75.9. The index attempts to gauge how happy Americans are with the goods and services they buy.


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