Satisfaction is no longer loyalty: What plans must do next
04/23/2026 16:00:00 UTC | 60 mins
Member experience is no longer a reliable signal of loyalty and plans can’t afford to ignore what’s replacing it.
Nearly one-third of members are switching plans, many without a choice. Even the most engaged and satisfied members remain vulnerable to leaving when expectations aren’t met, while “forced switchers” enter with higher needs, higher utilization, and lower trust.
Drawing on new national data from Press Ganey’s State of Health Plan Member Experience 2026 report, this session will focus on what plans must do differently: redesigning onboarding, managing access as a performance lever, and reducing friction to protect retention and improve CAHPS.
