The results of BRI’s 2023 Participant Survey are in! Continue reading to see the results and learn more about what we’ve done this year to achieve these results and provide a better experience in the future. Or, download the 1-page summary using the button below.
Audience Breakdown
BRI’s 2023 Participant Survey was conducted from August 10th to September 1st. Respondents were enrolled in the following plan types:
- 62% were enrolled in a Flexible Spending Account
- 19% were enrolled in a Health Savings Account
- 8% were enrolled in a Health Reimbursement Account
- 33% were enrolled in a Commuter Benefit Plan
- 3% were enrolled in a Specialty/Lifestyle Reimbursement Account
Additionally, of those who completed the survey:
- 85% access their account funds through their card. 29% submit online/mobile claims to access funds, while 7% still use paper claims. 7% use a digital wallet.
- 80% use BRIWEB, while 36% use BRIMOBILE.
- 1 in 3 have contacted customer service in the last 12 months.
Overall Satisfaction
BRI achieved a 9/10 satisfaction rating in the following categories:
- Overall satisfaction
- Friendliness, professionalism
- Communications received
- BRIWEB ease of use and resources to manage account(s)
- Ease of accessing funds with the card
BRI’s overall Net Promoter Score (NPS) rating was 52. A NPS of 30 and above is classified as “great”; 70 and above is classified as “excellent” / “world-class.” For B2C services related to insurance and finances, ratings average 16-28. The highest satisfaction levels were reported among those who use a card to access funds and who use BRIWEB to manage their account(s).
Preferences/Insights
Contacting Participant Services
Survey results indicate that calling is the preferred method of communicating with BRI’s Participant Services team (62% prefer to call versus 23% email and 15% live chat). BRI has invested heavily in this area to improve the experience, regardless of which method participants choose to communicate.
- Enhancements to our phone systems, with an improved “hold your spot in line” feature and other internal improvements to better route calls and reduce call wait time. As a result of these changes (based on internal data from 1/1/23-9/31/23):
- The average speed to answer inbound calls is under 2 minutes 75% of the time and under 5 minutes 90% of the time.
- 85% of the time, scheduled callbacks are returned within 2 hours.
- Improved internal processes were launched in regard to incoming email/live chat management and support.
- (Coming Soon!) Live chat enhancements, including extended human live chat hours, personalized troubleshooting anytime, proactive support, and more.
- (Coming Soon!) SMS messaging capabilities so participants can text BRI directly for answers, easily switch between a phone call and texting, and book callbacks via text as needed without leaving the queue.
Additionally, when looking at internal BRI utilization metrics that indicate why participants are calling in, it’s evident that BRI’s effort to continuously improve has an impact.
- Top reasons for contacting BRI Participant Services (as of 9/1/23): claims (26.0%), card (21.0%), receipts (20.9%), web (14.7%), and balance (13.2%).
- BRI has 3.3 service cases per 100 participants per month, indicating that the vast majority of participants manage their account(s) through self-service with no need to contact BRI.
Historically, balance and web registration were the top reasons for calling. With advancements in self-service and communication, there are fewer people calling for this type of support.
Eligible Expenses & Claims Status
Survey results indicate that understanding of what is eligible and claim status is on the rise.
- Improvements were made to participant communications and BRI’s Eligible Expenses page.
- Changes to BRIWEB’s participant dashboard make it easier for participants to access their Plan Documents and see what’s eligible under their specific plan(s).
- As noted in the previous section, claims are currently the top reason that participants contact BRI. To help reduce confusion and encourage self-service, BRI is in the process of doing the following:
- Re-writing our claims denial reason(s) in more simplified language so that if a claim is denied, a participant better understands why it was and how to address it.
- Improvements to claim denial letters, marketing materials, and communications.
- Based on BRI utilization metrics as of 9/1/23:
- 88.4% of transactions are paid by card versus 11.6% by claim.
- 93% of card transactions are auto-substantiated.
- 77.6% of claims are paid by direct deposit.
- Over 95% of claims are processed within five days. Over 75% are processed within three days.
Benefits Information & Resources
In addition to satisfaction metrics, we also seek to understand preferences so that we can better adapt our processes, resources, and communications.
An overwhelming majority (85%) report using the card to access funds. 1 in 3 will still submit claims. Of those that didn’t use a card, their top reasons were (1) their plan did not offer a card or (2) they preferred to pay with a personal card and get reimbursed. To better serve the carded population, we have improved our Beniversal & eTrac Card page and the resources available on it.
New in the survey this year, we wanted to get a better understanding of not only the mediums people preferred to receive information, but also how they expect to receive information.
- A majority as still looking for benefits info in the form of flyers & brochures (59%) and FAQs & how-to guides (52%). But, 1 in 5 also expect more digital and interactive forms such as calculation tools, videos, and infographics.
- Email is the top way they want to receive information about their benefits (85%). But in a world where fraud is becoming more and more prevalent, it is not surprising that employees might also expect to receive information from their employers (32%).
BRI continues to improve and develop our resources and communications to better serve both clients and participants.
- Improvements were made throughout the year to routine and operational communications. Additional communications are in development to target behaviors that improve the overall BRI experience.
- Many new resources were developed this year – new flyers, FAQs, calculators, eBooks, videos, and more! Visit the Resource Center to check them out.
- Announced earlier this month, BRI has enhanced our website to help clients and participants find the resources they’re looking for more easily. Enhancements include a menu revamp, new webpages, enhancements to existing webpages, and a brand new Resources page to house them all. Learn more about it here.
What Can Employers Do to Help their Employees?
If you had any consumer-driven benefit plans with BRI as of 9/1/23, you will have access to our September BRI Insights report in the “File Download” section of the BRIWEB Employer Portal. The reports will show you how your participants’ behaviors compare to the overall BRI client base and a defined per set based on your type of business. If any items are flagged with “Review for Potential Opportunity” (meaning that your participant’s usage rates are below BRI’s overall usage rates), you can use our recommended resources to make an action plan.
