Case Study: a top-ranked East Coast health insurer improves provider satisfaction with The Dieringer Research Group

Leading Health Insurance boosts provider NPS above competitors with The Dieringer Research Group, Inc

The Dieringer Research Group, Inc. (The DRG) partnered with Leading Health Insurance, a top-ranked East Coast health insurer, which sought to better understand the experiences of provider offices across its Commercial, Medicaid, and Behavioral Health business lines. The challenge was to capture insights from practice managers to identify key drivers of satisfaction, measure performance, and uncover opportunities to improve provider relationships.

The DRG implemented a multi-line practice manager satisfaction study using a mixed-mode survey approach. This solution provided actionable insights, competitive benchmarking, and tracked year-over-year trends, including Net Promoter Score (NPS). The results enabled the insurer to focus improvement efforts, maintain a strong service reputation with NPS scores above competitors, and navigate a major provider portal transition effectively. The DRG's program reduced friction, strengthened provider relationships, and supported smarter decision-making across the business.

Leading Health Insurance