Medibank Private – Longitudinal Member Experience Study

March 4, 2013 · Corporate

This longitudinal study was conducted over a 3 year period.

The study measured key aspects of the member experience with services provided by Medibank Private’s health service providers across Australia. Data was collected down to a provider level among members who have been treated.

The member experience was measured in terms of their satisfaction with services, staff, and facilities, propensity to recommend, feelings about Medibank Private, intentions to retain or drop cover, and satisfaction with the claims handling process.

In-depth analysis of those who were satisfied versus those who were dissatisfied was conducted. Statistical techniques included factor analysis, cluster analysis, multiple regression and indices of performance.

An automated report for each health care service was produced, as well as a 6-monthly and an overall annual report.

Recommendations from the research were used to inform the continuous improvement of services provided by health service providers.

Note: this study was conducted by MarketScape consultants while being employed by another research firm