Consumer Satisfaction = Better Reimbursement

Do you know how “satisfied” consumers are with your organization’s services? Who tracks those metrics? What does your executive team do about them?

Consumer satisfaction is currently not a key metric for many health and human service provider organizations. But focus on consumer satisfaction is going to ramp up as retail organizations enter the field—organizations (like Amazon and CVS) with executive teams obsessively focused on the consumer experience (see Milk, Bread & Health Care: How The Retail Revolution Affects Provider Organization Strategy).

In addition to getting ahead of the retail competition for consumers, there are other reasons to . . .