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Home / Blog / Consumers respond with higher levels of satisfaction to changes on MarylandHealthConnection.gov

Consumers respond with higher levels of satisfaction to changes on MarylandHealthConnection.gov

Consumer satisfaction recently scored higher across nearly every measure for Maryland Health Connection following a year of significant improvements to the website and application process and a new mobile app.

In line with Governor Hogan’s pledge to foster improvement in customer service across Maryland state government, results of a customer satisfaction survey and exit survey within the MarylandHealthConnection.gov application taken by more than 26,000 consumers between Nov. 1 and Jan. 31 revealed several year-over-year improvements.

Among them:

  • 60% of consumers said questions in the enrollment application were “extremely understandable” or “very understandable,” up from 56% the year before.
  • 61% of consumers said they were "very likely" or "extremely likely" to recommend MHC to a friend or colleague, up from 57% a year earlier.
  • The percentage of consumers who said they "had some trouble" navigating the application process decreased for all 10 parts of the application, compared to the prior year.
  • The most-improved areas were starting the application (31% said they had some trouble vs. 39% a year ago) and understanding the eligibility determination (50% vs. 59% a year ago).
  • 36% of consumers said they were "very comfortable" or "extremely comfortable" navigating the website, up from 30% the year before.

More than a million Marylanders — one in six people in the state — now enroll through Maryland Health Connection in either private health insurance or Medicaid. Extensive user-experience testing of the website along with feedback from consumers and our enrollment assistance teams helped inform many of the improvements made for 2017.

Those changes included:

  • Upgraded functionality, including the ability of users to reset their own passwords.
  • Launch of a new mobile app for iOS and Android, believed to be the first of its kind to allow both end-to-end application and enrollment into private plans or Medicaid. The app (Enroll MHC) also allows users to conveniently and securely upload needed documents using the camera in their device.
  • Easier-to-understand questions in the application about who to include as members of a household or what income to enter to see eligibility for financial help.
  • Clearer instructions about how to verify information in your application, such as income, and how to upload documents.

More intuitive shopping “paths” for people wanting to just browse plan options or enroll.


A customer satisfaction survey and exit survey within the MarylandHealthConnection.gov application were taken by more than 26,000 users during this open enrollment (spanning November 1, 2016 to January 31, 2017) and revealed the following year-over-year improvements:

  • When asked how understandable were questions in the application, about 60% of consumers said they were “extremely understandable” or “very understandable,” compared with 56% the year before.

  • In OE4, 61% of consumers said they were "very likely" or "extremely likely" to recommend MHC to a friend or colleague, compared with 57% the year prior.

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  • When consumers were asked which part of the application process they had trouble navigating, the percent of consumers who said they "had some trouble" decreased from OE3 to OE4 for all 10 parts of the application.
  • The most-improved areas were starting the application (39% said they had some trouble in OE3, compared to 31% in OE4) and understanding the eligibility determination (59% said they had some trouble in OE3, compared to 50% in OE4).
  • This year, 36% of OE4 consumers said they were "very comfortable" or "extremely comfortable" navigating the website, compared with 30% the year before. (The percent of consumers who said they were not comfortable navigating the site also decreased from OE3 to OE4.)

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About Maryland Health Connection

Maryland Health Connection is Maryland’s official health insurance marketplace for individuals and families to compare plans and enroll in health and dental coverage. It’s the only place to get financial help with health insurance. See if you qualify for financial help like tax credits or Medicaid/MCHP to make health insurance more affordable.

Visit MarylandHealthConnection.gov to enroll, or download our free Enroll MHC mobile app for Android and iPhone.

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