Customer Satisfaction With Healthcare Services Falls to Lowest Level in Almost A Decade

May 18, 2015

This article is included in these additional categories:

Customer Satisfaction | Customer-Centric | Pharma & Healthcare

ACSI-Customer-Sat-Healthcare-Sector-May2015Source: American Customer Satisfaction Index (ACSI) [download page]

    Notes: Customer satisfaction with the healthcare and social assistance sector has fallen to a score of 75.1 on the ACSI’s 100-point scale, down from 80 (the threshold of excellence) just a couple of years ago and its lowest point since 2006 (75.1). Satisfaction with ambulatory care and hospitals both shrunk, with the former falling to its lowest point (76) since the ACSI began measuring it in 2008.

    Satisfaction with hospitals fell to its lowest point (74) since 2010. Within the hospital category, customer satisfaction with outpatient care rose from last year’s score of 76 to 80 this year, but the index fell for inpatient care (from 81 to 78) and plummeted from 71 to 64 for emergency room services.

      Related: US Millennials’ Interest in Mobile Healthcare Services

        About the Data: The ACSI Utilities, Consumer Shipping, and Health Care Report 2015 is based on interviews with 9,461 customers of these three industries, chosen at random and contacted via email between October 1, 2014, and February 13, 2015. Customers are asked to evaluate their recent purchase and consumption experiences with the products or services of the largest companies in terms of market share, plus an aggregate category consisting of “all other” and thus smaller companies.

        The survey data are used as inputs to ACSI’s cause-and-effect econometric model, which estimates customer satisfaction as the result of the survey-measured inputs of customer expectations, perceptions of quality, and perceptions of value.

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