2025 U.S. Commercial Member Health Plan Study Findings

This report presents the findings of the J.D. Power 2025 U.S. Commercial Member Health Plan Study, which measures member satisfaction across 147 health plans in 22 regions in the United States. The study identifies a new class of high-performing health plans that excel in clarity, communication, and member support, contrasting with lower-performing plans that struggle to meet member expectations. The report notes a slight decline in overall satisfaction but highlights widening performance gaps among plans. Key findings indicate that member experience significantly influences loyalty and employer decisions, with 20% of employers citing low employee satisfaction as a reason for switching plans. The study also reveals that understanding benefits leads to better outcomes for members, while many effective digital tools remain underutilized. Additionally, it discusses the impact of deductibles on small employers, noting that members from small businesses face higher average deductibles compared to those from larger employers. The study is based on responses from nearly 40,000 members collected between September 2024 and March 2025.