Case Study: Kaiser Permanente achieves more efficient customer insight with Vision Critical

How Kaiser Permanente broke down internal silos with customer insight

Kaiser Permanente, the largest private health care insurance provider in the United States, needed a more efficient and cost-effective way to gather customer intelligence while improving satisfaction for its nine million members. Its large size created internal silos and duplicated research efforts, and recruiting participants for feedback was costly, reaching up to $135 per recruit. Vision Critical helped Kaiser Permanente address this challenge with KP Member Voice, an insight community.

Vision Critical launched KP Member Voice as a 25,000-member customer community to streamline research with quick, interactive surveys and near real-time insights. The platform also enabled two-way dialogue with members, helping Kaiser Permanente reduce research costs, increase customer engagement and participation, and strengthen the role of customer feedback in business decisions.

Kaiser Permanente

Karen Tsang

National Market Research, Kaiser Permanente