Satisfies NCQA requirements
The New Member Satisfaction Survey identifies the satisfaction level of new members with the health plan’s enrollment process. In addition, the survey assesses the new member’s knowledge of their benefits and understanding of how to access the customer service department. The survey is administered to new members after the health plan’s orientation period and distribution of marketing materials.

As a result of this study, the health plan can design and implement interventions to impact the new members’ level of satisfaction and understanding of benefits. In addition, this survey satisfies NCQA requirements related to clarity of materials and identification of language needs for new members.

The survey tool consists of approximately 25-scaled questions that are divided among the following sections:

• Introduction
• Overall satisfaction
• Mailed marketing materials
• Understanding of benefits
• Detailed marketing questions
• Questions related to ID cards
• Member suggestions/questions

A highlight of the final report is the contact information and comments from new members who have indicated that they are dissatisfied with the enrollment process, orientation, and/or marketing materials.  The health plan can follow up with these members in an effort to immediately change their satisfaction level.