How does Highmark gather member feedback for service improvement?

Highmark gathers member feedback for service improvement by utilizing surveys and focus groups. This approach enables the organization to collect comprehensive and qualitative insights directly from members regarding their experiences and satisfaction with services. Surveys allow for reaching a broader audience, capturing a wide range of opinions and preferences, while focus groups provide in-depth discussions that can uncover deeper insights and specific areas for improvement. Engaging members through these methods gives Highmark valuable information that helps in tailoring services to better meet the needs and expectations of their members.

In contrast, relying exclusively on phone calls would limit the scope of feedback to a specific method and audience. Not seeking any feedback at all would mean missing out on essential insights that could enhance service delivery. Meanwhile, using anonymous social media polls could lack the depth and structured approach necessary for meaningful analysis, making surveys and focus groups a more effective method for gathering member feedback.