Did you know that friction in the scheduling process will send a patient to a different provider? Or that friction plays a critical role in the Medicare plan a member will choose? Explore this research and look into our Customer Friction Factor℠ Assessment service. With experts in both healthcare and digitization, we are uniquely qualified to help you identify and remove friction from the customer experience.
With dozens of Medicare plans to choose from, Baby Boomers don’t have to tolerate friction when shopping—they can just move on to the next option. A new white paper, “A Silver Tsunami Is Spurring Improvements in the Medicare Advantage Shopping Experience,” explores the friction factors experienced at 42 health plans. The report notes a large disparity between the best customer experience and the worst; see how that disparity opens an opportunity for plans to emerge as market leaders.READ THE RESEARCH
The customer experience is crucial in healthcare, affecting your patients’ outcomes and your own competitiveness. This is explored in new NTT DATA research. “Is the Friction in Your Processes Sending Your Patients to Other Providers?” The report looks specifically at scheduling, because that interaction can set the tone for the entire patient experience. With research that shows 55 percent of U.S. adults are likely to abandon their online transaction if they can’t find quick answers, providers who don’t reduce friction may find themselves on the losing end.READ THE RESEARCH