--- title: "Consumer satisfaction in FEHBP plans. | Sutter Health" description: "Consumer satisfaction (CS) boosts member retention. Free distribution of CS info to fed employees during open enrollmt is assoc with lower member retention." url: "https://www.sutterhealth.org/research/publications/consumer-satisfaction-fehbp-plans-1055312559" --- 1. [Home](https://www.sutterhealth.org/) / 2. [Research](https://www.sutterhealth.org/research) / 3. [Research publications](https://www.sutterhealth.org/research/publications) / 4. Consumer satisfaction in FEHBP plans. # Does consumer satisfaction information matter? Evidence on member retention in FEHBP plans. Tai-Seale M. _Med Care Res Rev. 61(2):171-86._ 2004-06-01 ## Abstract Taking advantage of a natural experiment, this study explores the crucial link between consumer satisfaction, distribution of consumer satisfaction information, and member retention at open enrollment. Multiple data sources, panel data regression analysis, and instrumental variable techniques inform how retention is affected by consumer satisfaction, before and after free distribution of report card information, controlling for market structure, consumer characteristics, premiums, benefits, and other plan attributes in about 250 Federal Employee Health Benefit Program (FEHBP) plans nationwide. Study results suggest that consumer satisfaction boosts member retention. Free distribution of consumer satisfaction information to federal employees during open enrollment is associated with lower member retention, which may suggest that consumers might have used this newly distributed information and then decided to withdraw from their previous plans. [PubMed abstract](https://www.ncbi.nlm.nih.gov/pubmed/15155050) ## Research topics - [Health Services](https://www.sutterhealth.org/research-search-results?query=%22%5C%22Health+Services%5C%22%22) - [Health Policy](https://www.sutterhealth.org/research-search-results?query=%22%5C%22Health+Policy%5C%22%22) ## Related publications [View all publications](https://www.sutterhealth.org/research-search-results?verticalKey=research_publication) - Publication ### [Does the frequency of pay-for-performance payment matter? Experience from a randomized trial.](https://www.sutterhealth.org/research/publications/frequency-of-pay-for-performance-payments-1055312614) Chung S, Palaniappan L, Wong E, Rubin HR, and Luft HS. Health Serv Res 45(2):553-64. doi: 10.1111/j.1475-6773.2009.01072.x. Epub 2009 Dec 31. 2010 Apr 01 - Publication ### [Data and methods to facilitate delivery system reform: harnessing collective intelligence to learn from positive deviance](https://www.sutterhealth.org/research/publications/delivery-system-reform-learn-fr-positive-deviants-1055312630) Luft HS. Health Serv Res. 45(5 Pt 2):1570-80. doi: 10.1111/j.1475-6773.2010.01148.x. Epub 2010 Aug 2. 2010 Oct 01 - Publication ### [Shared decision making as part of value based care: new U.S. policies challenge our readiness.](https://www.sutterhealth.org/research/publications/shared-decision-making-new-united-states-policies-1055312408) Spatz ES, Elwyn G, Moulton BW, Volk RJ, Frosch DL. Z Evid Fortbild Qual Gesundhwes. pii: S1865-9217(17)30087-9. doi: 10.1016/j.zefq.2017.05.012. \[Epub ahead of print\] 2017 May 20 - Publication ### [Physician practice participation in accountable care organizations: the emergence of the unicorn.](https://www.sutterhealth.org/research/publications/physician-practice-participation-in-acos-1055312896) Shortell SM, McClellan SR, Ramsay PP, Casalino LP, Ryan AM, Copeland KR. Health Serv Res. doi: 10.1111/1475-6773.12167. \[Epub ahead of print\] 2014 Mar 15 - Publication ### [Patients report better satisfaction with part-time primary care physicians, despite less continuity of care and access.](https://www.sutterhealth.org/research/publications/patient-satisfaction-with-part-time-pcps-1055312882) Panattoni L, Stone A, Chung S, Tai-Seale M. J Gen Intern Med. \[Epub ahead of print\] 2014 Nov 22 [View all publications](https://www.sutterhealth.org/research-search-results?verticalKey=research_publication) ```json {"@context":"https://schema.org","@type":"MedicalOrganization","name":"Sutter Health","@id":"https://www.sutterhealth.org/#medicalorganization","url":"https://www.sutterhealth.org","logo":"https://www.sutterhealth.org/static/images/sutter-health-logo.svg","address":{"@type":"PostalAddress","streetAddress":"2200 River Plaza Drive","addressLocality":"Sacramento","addressRegion":"CA","postalCode":"95833","addressCountry":"US"},"areaServed":{"@type":"AdministrativeArea","name":"California"},"sameAs":["https://www.facebook.com/SutterHealth","https://www.instagram.com/sutterhealth/","https://x.com/SutterHealth","https://www.youtube.com/sutterhealth","https://www.linkedin.com/company/sutter-health","https://en.wikipedia.org/wiki/Sutter_Health"]} ``` ```json {"@context":"https://schema.org","@type":"BreadcrumbList","@id":"https://www.sutterhealth.org/research/publications/consumer-satisfaction-fehbp-plans-1055312559#breadcrumblist","itemListElement":[{"@type":"ListItem","position":1,"name":"Home","item":"https://www.sutterhealth.org/"},{"@type":"ListItem","position":2,"name":"Research","item":"https://www.sutterhealth.org/research"},{"@type":"ListItem","position":3,"name":"Research publications","item":"https://www.sutterhealth.org/research/publications"},{"@type":"ListItem","position":4,"name":"Consumer satisfaction in FEHBP plans."}]} ``` ```json {"@context":"https://schema.org","@type":"MedicalScholarlyArticle","@id":"https://www.sutterhealth.org/research/publications/consumer-satisfaction-fehbp-plans-1055312559#medicalscholarlyarticle","name":"Does consumer satisfaction information matter? 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