Blue Cross Asks Customers for Feedback

Jan. 15, 2020

Throughout each year, Blue Cross and Blue Shield of Louisiana invites sample groups of customers to take surveys and give us their feedback.

If you receive a survey, we hope you’ll take the time to fill it out and return it. Of course, you don’t have to take it, but your opinions are important to us.

Survey answers help us and other health plans see trends in health. They also show us what we’re doing well and areas where we can improve. We share this feedback with you regularly online and in member newsletters.

Let Us Know What You Think
We’ve recently asked SPH Analytics to survey a sample of our customers about their health care experiences and our services. SPH Analytics will collect all the survey answers and share the general results with us. We will not see your individual answers.

Last Survey’s Results
In the last survey, we learned 97% of our members believed they got polite and respectful service from our Customer Service team. We also learned 93% of members felt we handled their claims in a quick and correct manner. Finally, we learned 73% of members felt very pleased with their health plans.

The same survey told us members want us to make it easier to fill out health plan forms. We put an action committee together to focus on this and other customer needs from the survey.

The results were similar in our 2019 survey when it came to customers’ satisfaction with their health plans. We appreciate all those who took the time to share your feedback with us.

Care Management Survey Results
Members are highly satisfied with our Care Management programs, which help them be STRONGER THAN any disease or diagnosis. The recent survey of more than 400 members who have recently been engaged with either case management or disease management had outstanding results.

Nearly all of those surveyed (89%) rated the program at four or five on a five-point satisfaction scale. And, 94% reported high satisfaction with their Blue Cross health coach. Nearly all members surveyed rated our care team as “courteous, knowledgeable, understanding and available."

Most participating members (84%) agreed Care Management “helped me reach my health goals," and 75% would recommend our Care Management programs to a friend or family member.

For more information about Blue Cross’ Care Management programs, visit