Customer Experience Healthcare Trends 2022

Published June 9, 2022
Last updated June 22, 2022

Healthcare companies can unlock opportunities for growth – just by delivering better experiences
for their customers. Success will depend on buy-in from senior leaders to transform internal systems and drive real bottomline results.

Customer service isn’t wowing

Although 56% of healthcare companies gave themselves high marks for the quality of their service, what they’re offering may be lagging behind what patients expect. In fact, 54% of consumers report that customer service feels like an afterthought for most of the companies they engage with. That’s a problem for those looking to impress customers and keep them coming back.

Agents are burnt out and feel undervalued

Agents’ roles have become more important and strategic, but just 18% of those working for healthcare companies feel empowered to do their jobs well. What’s more, nearly half feel like they aren’t treated as well as others in the organisation. It’s a slippery slope: unhappy agents can quickly turn into dissatisfied customers.


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