What do consumers want? How do executive teams plan to deliver a ‘great’ consumer experience and get the benefits of more referrals and better consumer engagement? The recent Qualtrics 2025 Consumer Trends report provides a few clues.

First, consumer expectations are low—and aren’t being met. Consumers are looking for the basics, and they cite service delivery…

Health care provider organizations are notoriously bad at managing consumer experience. Up to 40% of consumers aren’t satisfied with their health care experience, with factors like long wait times, poor communication with providers, and billing issues being major concerns (see 101 Statistics On Patient Experience, Satisfaction, Billing, And More). Poor consumer satisfaction—i.e., how consumers feel…

Consumer satisfaction metrics are essential tools for health and human service executives to manage their organizational reputation. By actively monitoring and improving customer satisfaction, executives can identify consumer pain points, improve service quality, and increase consumer retention. Failure to either monitor these metrics or use them in strategic decision-making can mean up to 80% of…

Historically, health and human service (HHS) provider organizations have had no financial incentive to prioritize consumer experience. HHS providers relied on consumer referrals, and the experience of those consumers didn’t carry the same financial ramifications. Now, consumers are looking for a convenient, customized experience from their health care provider organizations. When choosing a provider organization,…