Tag Archives: Healthcare

Keeping a Pulse on the Healthcare Industry

Posted on November 14, 2012 Leave a comment
ForeSee's 2012 Healthcare Satisfaction Index

ForeSee released its annual healthcare benchmark to the media today that reports on the satisfaction that customers and patients have with their online experiences with companies within three major areas of the industry—Health Information, Hospitals and Health Systems, and Health Insurance. Within these three categories we saw individual satisfaction scores range from 33 all the way to 88 on our 100-point scale. This dramatic range shows that while some companies are doing extremely well with their online efforts in the eyes of their customers and patients, other companies are struggling to find what the consumer really wants and how to … Continue reading →

Posted by Larry Freed | Tagged , , , | Leave a comment

Customer Satisfaction with Health Insurance Websites is Dismal

Posted on November 2, 2011 Leave a comment

First, I’ll share the results of our 2011 Healthcare Benchmark: Two things jumped out at me about today’s report, which is available for free download on our website. 1. Customer satisfaction for health insurance websites is dismal. I mean, dismal. On a 100-point scale, the average of all the health insurance websites we measure is 51. Compare that to pharma sites that get a 76 or to hospital and health system websites that get a 78. By any measure a 51 is BAD. Now, we definitely have individual health insurance clients that do very well. The individual company scores within the … Continue reading →

Posted by Freed Your Mind Blog, Larry Freed | Tagged | Leave a comment

Are Healthcare Websites Sick?

Posted on December 1, 2009 23 Comments

As the debate on healthcare continues, we decided to look at the healthcare websites that we measure at ForeSee Results and see how they are meeting the needs of consumers.  You can download the full report here. Why look at consumer satisfaction of healthcare sites?  Well, as the debate goes on, one thing is certain, healthcare costs a lot of money.  And one way to reduce and manage some of those costs is better use of technology, for example, improving the quality and effectiveness of the healthcare websites.  The web brings us the opportunity of a win-win that is rarely … Continue reading →

Posted by Freed Your Mind Blog, Larry Freed | Tagged , , , | 23 Comments

St. John’s Use of Customer Sat Metrics

Posted on August 9, 2007 4 Comments

Check out the recent article about the value of measuring customer satisfaction online, written for Health Leaders Magazine by Pam Hedman at St. John Health System, a group of 8 hospitals and more than 125 medical facilities in Michigan. St. John is a client of ours–they’ve been measuring customer satisfaction online for about four years now, and wanted to share how customer satisfaction metrics helped them figure out that: the composition of site visitors was entirely different than what they expected, requiring changes to the site to address the needs of very specific audiences that weren’t previously considered significant improvements  … Continue reading →

Posted by Freed Your Mind Blog, Larry Freed | Tagged , , | 4 Comments