2009 Healthcare Benchmark

2009 Healthcare BenchmarkOnline Customer Satisfaction: Key Driver of Success and Future Use of Healthcare Websites
December 1, 2009
by Larry Freed
President and CEO, ForeSee Results
© 2009 ForeSee ResultsOnline Customer Satisfaction: Key Driver of Success and Future Use of Healthcare Websites
ForeSee Results 2009 Healthcare BenchmarkThe nation is galvanized by the healthcare debate. As armies on both sides of the dispute line up to do battle, those in the trenches at all kinds of private and public healthcare organizations struggle to simply carry on with what must be done to deliver the best care and information possible. After all, no matter what is decided about the future of healthcare in this country, the online channel represents a chance to increase efficiency and decrease costs in a manner that can have an immediate bottom-line impact. ForeSee Results uses the patented methodology of the American Customer Satisfaction Index (ACSI) to measure customer satisfaction with dozens of online healthcare services, including four specific types of healthcare institutions: • Hospital websites • Health insurance websites • Government health information websites • Pharmaceutical websitesWhen measured using the ACSI methodology, online customer satisfaction is a proven predictor of fu-ture financial success, loyalty, recommendations, and even stock prices. The ForeSee Results Health-care Benchmark predicts the following specific future behaviors and attitudes: • Likelihood ...