2015 Customer Experience Evaluation

In June 2014, in compliance with federal regulations, Vermont Health Connect received eight research proposals and selected the University of Massachusetts Medical School (UMass) to conduct a customer satisfaction and experience evaluation for the health insurance marketplace. In September 2015, UMass completed its year-long evaluation and delivered a final report that covered a broad set of findings.


•             Executive Summary

•             Full Report

Vermont Health Connect thanks its federal partners at the Center for Consumer Information and Insurance Oversight (CCIIO) for funding this evaluation, as well as the many Vermont Assister organizations, stakeholders, and more than 2,500 households who generously spent time sharing their perspectives with the researchers. Vermont Health Connect and its partners look forward to learning from these insights and working in the months ahead to help Vermonters better access the tools they need to understand health insurance, access financial help, and interact with the Vermont Health Connect system.