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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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WHAT HEALTHCARE CEOS MUST MEASURE FOR BETTER CUSTOMER EXPERIENCES