Kaiser Permanente Member Website kp.org Leads in User Experience and Loyalty

Kaiser Permanente’s primary website, kp.org, leads the industry in user experience and customer loyalty, according to the Health Insurance Website Usability and Loyalty Benchmarks survey conducted by analyst groups Measuring Usability and Op4G. The survey found that 41 percent of Kaiser Permanente respondents helped generate new customers by making a positive recommendation about the health care provider to a friend or colleague last year.

Kaiser Permanente responders ranked prescription refill as the top feature of the website, followed by emailing their care providers and checking lab test results.