7 Ways to Improve Consumer Satisfaction

The PwC Health Research Institute has outlined seven ways healthcare organizations can boost consumer satisfaction.


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For this study, the Health Research Institute relied on results from PwC's 2012 Experience Radar survey, which measured the experiences and attitudes of 6,000 consumers across 11 industries. The institute also conducted interviews with health executives to glean further insight on the consumer experience.

Based on results from the survey and interviews, the institute detailed seven steps the healthcare industry can take to improve consumer satisfaction:

1.    Take time to understand consumers and their preferences.
2.    Build consumer trust by focusing on transparency, knowledge and convenience.
3.    Use multiple platforms to educate and engage consumers.
4.    Open all possible channels for consumer feedback.
5.    Give employees a chance to improve consumer satisfaction.
6.    Be proactive and go above and beyond the basics.
7.    Commit executive-level time and effort to consumer-focused efforts.

To read the PwC Health Research Institute's report in further detail, click here.

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