How To Measure & Enhance Consumer Experience

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 about their experiences, as well as how their service expectations have been met—is directly related to the consumer experience.

Consumer experience in health and human services (HHS) should be at the top of executives' minds when managing provider organizations. Consumer experience . . .