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Customer Experience Remains Top Priority at Blue Shield of California During COVID-19 Pandemic

Recent numbers show we are delivering on our promise to keep customer experience a top priority through these unprecedented times

From call centers to investing in an improved digital experience, Blue Shield of California remains committed to ensuring customers have quick access to the information and support they need during the COVID-19 pandemic. Recent numbers show we are delivering on our promise to keep customer experience a top priority through these unprecedented times. 

Member satisfaction soars

When the pandemic began to take hold, Blue Shield quickly assembled and trained a call center team dedicated to COVID-19 to ensure members affected by the virus could get help faster. While transitioning to working from home and facing steady call volume, our customer service agents continue to deliver high-quality service: 86 percent of our members polled rated their call center reps a nine or 10 on a scale of one to 10, with 10 being the top score.  

We also quickly launched and continue to refresh a COVID-19 online resource center full of information about how customers can receive care, get prevention tips, and understand their COVID-19 coverage. It also covers topics such as mental health during shelter in place and what you should know if you are at high risk for COVID-19 complications.

Since the launch of these online resources, our members’ digital satisfaction increased 5 to 7 percentage points. Additionally, our net promoter score (NPS), which is an index that measures the willingness of our members to recommend Blue Shield to others, is up an impressive five points year-to-date.

Jeff's headshot
Jeff Robertson

We remain committed

“We are very pleased with the feedback we are receiving from our members,” said Jeff Robertson, chief marketing and customer officer at Blue Shield of California. “We remain committed to our members, employers, providers and brokers during this crisis and will continue to do everything we can to support them.

“It’s not just about the insurance coverage we provide our members, it’s also about providing them with support and updates from a trusted source in an ever-changing environment. I couldn’t be prouder of our team for their dedication during this time,” added Robertson.

Blue Shield recently announced waivers for COVID-19 treatment and Teladoc health’s virtual care service through Sept. 30. There is also a support program for qualifying network providers and hospitals facing financial pressures as a result of the coronavirus pandemic.

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