Telehealth Mobile Apps: Preferred Channel for Virtual Care Delivery but Generational Differences Persist,J.D. Power Finds
CVS and UnitedHealthcare Rank Highest in Respective Segments
TROY, Mich.: 28 Sept. 2023 — Telehealth has undergone a transition from pandemic era lifeline toconvenient outlet for routine follow-ups, treatment of minor illnesses and mental health service. Along theway, according to the J.D. Power 2023 U.S. Telehealth Satisfaction Study,SM released today, a stark
generation gap has emerged between Millennials1 and Boomers, with younger patients driving the highest
overall satisfaction scores and older patients experiencing significantly lower levels of satisfaction.
“Telehealth is here to stay,” said Christopher Lis, managing director of global healthcare intelligence atJ.D. Power. “As overall utilization volumes normalized following the pandemic, we continue to see a clear
trend toward telehealth adoption for routine care and ongoing mental health visits. Moreover, overallsatisfaction is associated with telehealth mobile app utilization compared with other channels. At the sametime, we are seeing some significant barriers to adoption in some populations, particularly among older
patients and underserved populations who are struggling with digital channels and having challenges withaccess and ease of use.”
Following are some key findings of the 2023 study:•Telehealth generation gap forms stark division: Overall patient satisfaction with telehealth is 698(on a 1,000-point scale). Satisfaction scores are significantly higher (714) among members of Gen
Y and Gen Z, and significantly lower (671) among Boomers and Pre-Boomers. The satisfaction gap
is widest in digital channels and appointment scheduling, suggesting that older telehealth users arehaving problems using telehealth providers’ digital interfaces.

•Trust is an issue: Overall satisfaction with the telehealth experience is highest in the areas ofpeople (doctor, physician’s assistant, nurse, nurse practitioner, etc.) and visit meeting my needs, but
significantly lower when it comes to overall level of trust.

•Speed and convenience drive telehealth utilization: The primary reasons patients give for selecting
telehealth over an in-person visit are convenience (28%) and ability to receive care quickly (17%).

•Providers need to make it easier: With the bulk of telehealth patients selecting telehealth services
due to a combination of convenience, accessibility and saving time, it is critical that providers makeit easy for users to access care. Overall telehealth satisfaction is 172 points higher when patientssay digital channels are “very easy” to use than when they say they are “not very easy” to use.

Study Rankings
CVS ranks highest in telehealth satisfaction among direct-to-consumer brands, with a score of744. MDLIVE (741) ranks second and Amwell (739) ranks third.

1J.D. Power defines generational groups as Pre-Boomers (born before 1946); Boomers (1946-1964); Gen X (1965-1976); Gen Y (1977-1994);
and Gen Z (1995-2004). Millennials (1982-1994) are a subset of Gen Y.

jdpower.com/businessUnited Healthcare ranks highest among payers of health plan-provided telehealth services, with a score of702. Kaiser Foundation Health Plan (701) ranks second and Humana (695) ranks third.
The J.D. Power U.S. Telehealth Satisfaction Study, now in its fourth year, was redesigned for 2023. It
measures customer satisfaction with telehealth service experience based on seven factors (in order ofimportance): level of trust, visit with provider met my needs, people, digital channels, ease of receiving care,scheduling of appointment, and helping to save me time or money. The study is based on responses of
5,424 healthcare customers who used a telehealth service within the past 12 months. It was fielded inJune-July 2023.
For more information about the 2023 U.S. Telehealth Satisfaction Study, visit
https://www.jdpower.com/business/resource/us-telehealth-study.
See the online press release at http://www.jdpower.com/pr-id/2023123.
About J.D. Power
J.D. Power is a global leader in consumer insights, advisory services and data and analytics. A pioneer inthe use of big data, artificial intelligence (AI) and algorithmic modeling capabilities to understandconsumer behavior, J.D. Power has been delivering incisive industry intelligence on customer interactions
with brands and products for more than 50 years. The world's leading businesses across major industries
rely on J.D. Power to guide their customer-facing strategies.
J.D. Power has offices in North America, Europe and Asia Pacific. To learn more about the company’sbusiness offerings, visit JDPower.com/business. The J.D. Power auto shopping tool can be found atJDPower.com.
Media Relations Contacts
Geno Effler, J.D. Power; West Coast; 714-621-6224; media.relations@jdpa.com
John Roderick; East Coast; 631-584-2200; john@jroderick.com
About J.D. Power and Advertising/Promotional Rules: www.jdpower.com/business/about-us/pressrelease-info###NOTE: Two charts follow.

Year / Project / Study Name

J.D. Power
2023 U.S. Telehealth Satisfaction StudySM
Overall Customer Satisfaction Index Ranking(Based on a 1,000-point scale)

Direct-to-Consumer
CVS

744

MDLIVE

741

Amwell739

Segment Average

731

Doctor On Demand730

Walgreens

728

HealthTap

723

Teladoc Health719

LiveHealth Online

718

MyTelemedicine

717

Optum

707

Source: J.D. Power 2023 U.S. Telehealth Satisfaction Study SM
Charts and graphs extracted from this press release for use by the media must be accompanied by a statement identifying
J.D. Power as the publisher and the study from which it originated as the source. Rankings are based on numerical scores,
and not necessarily on statistical significance. No advertising or other promotional use can be made of the information in th isrelease or J.D. Power survey results without the express prior written consent of J.D. Power.

Year / Project / Study Name

J.D. Power
2023 U.S. Telehealth Satisfaction StudySM
Overall Customer Satisfaction Index Ranking(Based on a 1,000-point scale)

PayersUnitedHealthcare

702

Kaiser Foundation Health Plan

701

Humana695

Florida Blue

694

Molina693

Segment Average

690

Cigna

689

Blue Cross Blue Shield of Michigan

682

Blue Cross and Blue Shield of Illinois

680

Blue Cross and Blue Shield of Texas

679

Aetna

678

Anthem Blue Cross677Source: J.D. Power 2023 U.S. Telehealth Satisfaction Study SM
Charts and graphs extracted from this press release for use by the media must be accompanied by a statement identifying
J.D. Power as the publisher and the study from which it originated as the source. Rankings are based on numerical scores,
and not necessarily on statistical significance. No advertising or other promotional use can be made of the information in th isrelease or J.D. Power survey results without the express prior written consent of J.D. Power.