The inaugural edition of this first-of-its-kind report digs into the consumer mindset in new ways—exploring how they make decisions so that we, as brand leaders, can better tailor experiences to their needs.
Drawing on insights from 3,400-plus consumers, this groundbreaking new study dives deep into the experiences delivered by 43 health care system brands in 12 U.S. markets. The findings uncover a gap between what consumers want and what systems are offering. For example, you’re likely talking about how your brand has the ‘best people,’ but consumers want you to rethink what being ‘the best’ really means.
“Patients don't always know whether they're getting really exceptional clinical quality or not—but that's not how they measure their experience. They measure it by how we treat them.”Dr. Melinda Ashton, Executive Vice President and Chief Quality Officer, Hawai’i Pacific Health
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