In the health and human services industry, consumer experience is not just a metric but a driving force that shapes outcomes and success. According to a recent American Hospital Association survey, nearly 80% of consumers who switched provider organizations cite difficulties in doing business, bad experiences with administrative staff, and inadequate digital solutions.
Other studies have shown that from the first call to invoice, consumers are nine times more likely to stay if the provider organization is easy to work with.
In this session, executive attendees will gain a comprehensive understanding of how Net Promoter Score (NPS) and other forms of data collection can serve as a vital compass to navigating consumer satisfaction, loyalty, and organizational success. Discover the practical applications of these methods in shaping organizational opportunity and improved outcomes in the behavioral health field.
- Explore the nuances of NPS, the interplay between consumer experience and consumer success, and practical methods that can be used to measure and elevate both in your organization.
- Understand how to leverage NPS and other consumer-centric data in your marketing campaigns, contracting and other business and service line expansion.
- Learn practical methods to measure consumer experience in the behavioral health sector, facilitating actionable insights for improvement.