Health Research Institute

Scoring healthcare: Navigating customer experience ratings

Healthcare ratings are a starting point for a longer journey that connects consumer experience to quality. Word of mouth still trumps ratings and reviews in healthcare decision making. But, as consumers spend more on health and wellness, they are beginning to search for rating systems to guide their decision making.

Consumers face a myriad of healthcare ratings and review sources

What this means for your business:

Companies that translate consumer feedback into improved quality and a better overall experience stand to reap the rewards of their efforts. Some strategies for tapping the power of customer ratings:

  • Sort by “people like me”
  • Exchange policies on health plans may become more popular
  • Navigator roles should connect care and coverage
  • Combine experience data

Published 04/2013

Paul D'Alessandro
Principal, Health Industries
Tel: +1 (312) 298 3753
Benjamin Isgur
Health Research Institute Leader
Tel: +1 (214) 754 5091
Vaughn Kauffman
Principal, US Health Services
Tel: +1 (216) 363-5817