Communications Consistency and Personalization Critical Components in Delivering a Quality Experience
Wellesley, Mass. – October 4, 2022– Redpoint Global, a leading software provider that helps brands deliver revenue-generating, personalized customer experiences, today announced new research revealing gaps between the experiences consumers want and expect from healthcare providers and the experiences their providers are actually delivering. The majority of consumers rate good patient experience as a very important component of interacting with a healthcare provider, and 45 percent also expect healthcare brands and providers to proactively contact them, at the right time and in the right context, to help improve wellness and care. While 48 percent are very satisfied with their healthcare providers ability to know them as an individual, there are many that feel there is room for improvement.
Patient experience is also a main factor in why individuals choose to switch a provider or healthcare plan. The research shows that 41 percent will leave their provider because of poor patient engagement and 38 percent cite lack of personalization and patient understanding as a reason to consider changing services. More than half of respondents (57 percent) indicate that the number one aspect to consider when choosing a provider is how well they understand you as an individual beyond just basic patient data.
“The patient’s expectation for their healthcare experience has fundamentally shifted in recent years,” said John Nash, Chief Marketing and Strategy Officer for Redpoint Global. “Communication and personalization matter much more – particularly as consumers engage with multiple channels across their healthcare journey. Having a golden record for each consumer – that includes all data that is knowable about them – is foundational to delivering timely, high-quality and relevant experiences. At Redpoint we’ve been working with some of the world’s largest payers, providers and retailers to deliver the perfect data in real time, yielding a frictionless experience.”
Healthcare is also deeply impacted by the changing attitudes of different generations in the U.S. More than 80 percent of Baby Boomers rank patient care as very important, whereas only 69 percent of Gen Z consumers feel the same. Older consumers are also less likely to embrace alternative forms of healthcare services. Only 10 percent of Boomers, for example, choose telehealth as the preferred method of interaction, and 33 percent would not use alternative care options from retailers like Target, Walmart or CVS.
The youngest consumers feel that data from providers is relevant and easy to access (76 percent), and they are also the most dissatisfied with the overall customer service experience with healthcare insurers (22 percent) versus Baby Boomers were the most satisfied at 91 percent.
This survey was conducted via Dynata Research in September 2022 and targeted 1,000 U.S.-based consumers over 18 years of age. For complete survey methodology, email [email protected].
About Redpoint Global
With Redpoint’s software platform, rgOne®, innovative companies are perfecting their data, transforming their customer experiences across the enterprise and driving higher revenue. Redpoint’s solutions provide a remarkably uniﬁed, single point of control where all customer data is connected and every touchpoint intelligently orchestrated. Delivering more engaging customer experiences, highly personalized moments, relevant next-best actions and tangible ROI—this is how leading marketers lead markets®. To learn more, visit redpointglobal.com.
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