FEHBP CUSTOMER SATISFACTION SURVEY SET

Washington, D.C.-Office of Personnel Management Director Jim King today said that his agency will begin gauging customer satisfaction among enrollees in the Federal Employees Health Benefits Program (FEHBP).

"We are committed to providing federal employees and retirees the information they need to help them select the plan in FEHBP that's best for them," said Jim King. "Customer satisfaction surveys are an important and meaningful part of that process."

OPM is collaborating with the Center for the Study of Services (CSS) to implement the survey. CSS is a nonprofit consumer research organization that for the past 15 years has published CHECKBOOK'S Guide to Health Insurance Plans for Federal Employees. CSS has agreed to contract directly with each FEHBP health plan to survey an appropriate sample of its members, to analyze the resulting data, and to provide the results to each plan and to OPM.

CSS worked with survey researchers and health plan representatives on the development of the survey instrument. The survey will build on tested surveys including the Group Health Association of American's questionnaire and the survey of Minnesota State employees sponsored and published by the State of Minnesota Joint Labor-Management Committee on Health Plans. Survey results will help consumers select plans that meet their needs, help OPM and other agencies administer the FEHBP and help plans in their continuing quality improvement efforts.

The initial questionnaire package will be mailed the last week of April. Subsequent mailings include a reminder postcard, and follow up questionnaire.

The survey results will be available during the 1994 Open Season.

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