Case Study: Priority Health achieves better customer experience and engagement with Vision Critical

Priority Health goes beyond ad-hoc surveys to understand every touchpoint in the customer journey

Priority Health, an award-winning health insurance plan provider, needed a better way to understand the full customer journey and keep pace with industry changes. Using the Vision Critical platform, it wanted to move beyond ad-hoc surveys and gain continuous insight into member behaviors, attitudes, and experience.

Vision Critical helped Priority Health launch the PriorityVoice insight community to gather ongoing member feedback and guide customer experience initiatives such as ID card messaging/design and reward program materials. The program delivered real-time insight and helped Priority Health improve its Customer Experience Index by 5.5%, while also strengthening member engagement and overall experience.

Priority Health

Kristie Burns

Director, Integrated Marketing Communications