Customer service treated with courtesy and respect

In the last 12 months, how often did the health plan's customer service staff treat you with courtesy and respect?

CARRIER/PLAN PLAN RESPONSE 2015 2016
Aetna PPO % responded "always" N/A N/A
Anthem HMO, POS % responded "always" 86.52% 71.96%
Anthem PPE, EPO % responded "always" 71.23% 77.55%
Cigna % responded "always" N/A N/A
Harvard % responded "always" N/A 81.19%
Tufts % responded "always" N/A N/A
United % responded "always" N/A 68.87%