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Health experience: The difference between loyalty and leaving

October 17, 2022 3-MINUTE READ

RESEARCH REPORT

In brief

Evolving health experience expectations

People are switching healthcare providers

30%

selected a new provider in 2021—up from 26% in 2017.

25%

switched providers because they were unhappy—up from 18% in 2017.

How to humanize health experiences

Healthcare organizations want to make meaningful progress in responding to people’s rapidly evolving health experience expectations. After all, loyalty and engagement hang in the balance.

Meeting experience expectations: Where to start—what to take on

Sarah Sinha

Managing Director – Health, Provider Customer Engagement Lead


Loren McCaghy

Director – Consulting, Health, Consumer Engagement and Product Insight


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