WHAT HEALTHCARE CEOS MUST MEASURE FOR BETTER CUSTOMER EXPERIENCES

December 12, 2018

Health insurers have traditionally focused on financial and operational metrics when measuring enterprise performance, especially at the most senior levels of the organizations. Yet as customer experience efforts become more of an enterprise priority, customer perception metrics are critical. There are four metrics to consider when measuring customer perception: customer satisfaction, likelihood to stay/purchase again, ease of doing business, and willingness to recommend measured as a Net Promoter Score (NPS)®.1 There are also new metrics, such as emotion or even customized perception measures.

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The Institute for Family Health

The mission of the Institute for Family Health is to improve access to high quality, patient-centered primary health care targeted to the needs of medically underserved communities. As a federally qualified community health center network, we meet national standards for affordable, accessible, and comprehensive health care services. In addition to operating health centers, we use our expertise and resources to address racial and ethnic disparities in health, advance the use of health information technology, and find innovative ways to improve care for diabetes, depression, women’s health, HIV and other priorities in the communities we serve.

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The Institute for Family Health

The mission of the Institute for Family Health is to improve access to high quality, patient-centered primary health care targeted to the needs of medically underserved communities. As a federally qualified community health center network, we meet national standards for affordable, accessible, and comprehensive health care services. In addition to operating health centers, we use our expertise and resources to address racial and ethnic disparities in health, advance the use of health information technology, and find innovative ways to improve care for diabetes, depression, women’s health, HIV and other priorities in the communities we serve.

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