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A recent Aetna health plan customer satisfaction survey measured consumer satisfaction in seven areas: overall satisfaction, willingness to recommend a plan, on-line tools, customer service, complaint resolution, plan communication and enrollment process. These seven areas represent _____ that can be used to assess performance again and again.

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A recent Aetna health plan customer satisfaction survey measured consumer satisfaction in seven areas: overall satisfaction, willingness to recommend a plan, on-line tools, customer service, complaint resolution, plan communication and enrollment process. These seven areas represent _____ that can be used to assess performance again and again.






 
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