Tag Archives: Healthcare

Measuring the Health of the E-Government

ForeSee's Larry Freed on Healthcare.gov and the Citizen Customer Experience

There’s no denying that the rollout of Healthcare.gov has been a debacle.  However, this one site should not be the thermometer to measure the health of all federal government websites or the competence of the federal government when it comes to digital initiatives. Despite what you may be reading (and seeing and hearing!) about one very high-profile and very low-functioning federal site, e-government is actually doing very well overall. In 2013, citizen satisfaction with federal government websites on average reached its highest level since first measured in 2003. This shows that government leaders are listening to the citizens and providing … Read More

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Customer Case Files: Diagnosing the Customer Experience

The ForeSee Blog Customer Experience Case Files

There has been a lot of news lately about our country’s healthcare system.  Regardless of the politics involved, one thing is clear: healthcare in this country is a complex business, and there are no signs that it is going to get any easier to navigate.   From finding the right provider, to trying to get an appointment in a reasonable time frame, to the insurance and billing process, it’s not always the most customer-friendly experience. However, hospitals and healthcare organizations are working hard to make it easier for patients.  Many are turning to ForeSee’s customer experience analytics to help them improve … Read More

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Keeping a Pulse on the Healthcare Industry

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 … Read More

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