For Customer Experience Professionals

Consumers Are Leery Of Healthcare Video Visits

by Elizabeth Boehm, July 29, 2010

Today, healthcare remains a largely in-person proposition, but with the advancement of Internet-based videoconferencing technologies, the possibility of healthcare video visits is becoming a reality. Despite the potential benefits of video over face-to-face . . .

For Customer Experience Professionals

Lack Of Awareness And Weak Design Hamper Adoption Of Internet-Based PHRs

by Elizabeth Boehm, July 29, 2010

Internet-based personal health records (PHRs) give consumers a place to store and maintain their personal health histories, access tools that help monitor and improve health, and increasingly connect to external health data sources. So why are so few . . .

For Customer Experience Professionals

US Physician Web Sites: Poorly Designed And Underutilized

by Elizabeth Boehm, July 13, 2010

Most industries take basic Web capabilities, such as offering essential information about the business and some basic communication capability, for granted — but the medical industry can't. Physicians and other health professionals have been late to the . . .

For Customer Experience Professionals

How Satisfied Are Consumers With Phone Experiences In 2010?

Consumers Rate Their Satisfaction With Phone Experiences Across 13 Industries

by Megan Burns, July 12, 2010

For many companies, the phone is a major channel through which they interact with customers. Forrester surveyed 4,653 consumers to find out how satisfied they were with the phone interactions they had with companies across 13 different industries. Marriott . . .

For Customer Experience Professionals

Attention Health Plans: Consumers Want Control Over Their Communications Preferences

by Elizabeth Boehm, June 18, 2010

Health plans want to engage consumers, but are their communications getting through? Consumers want control over their communications preferences, and only a third say that health plans do a good job of honoring those preferences. Why does it matter? . . .

For Customer Experience Professionals

How Satisfied Are Consumers With Web Site Experiences In 2010?

Consumers Rate Their Satisfaction With 87 Web Sites Across 13 Industries

by Megan Burns, June 14, 2010

Forrester recently asked US online consumers to rate their satisfaction with Web site experiences at companies they've done business with across multiple industries. When the results were tallied, retail and financial services dominated the top 10 rankings. . . .

For Customer Experience Professionals

Which US Consumers Are Healthcare eVisit Early Adopters?

by Elizabeth Boehm, June 3, 2010

eVisits — interactions between patients and care professionals that occur online — have the potential to simultaneously help control healthcare costs and allow physicians to dispense routine medical advice quickly and conveniently. Despite these appealing . . .

For Customer Experience Professionals

Web Site User Experience 2010: Health Plans

Forrester Applies Its Web Site User Experience Review Methodology To Seven Top Health Plans

by Elizabeth Boehm, February 25, 2010

Health plans have invested a lot in their public consumer-facing Web sites. But have those investments yielded consumer-friendly experiences? To find out, Forrester evaluated the public Web sites of seven leading health plans: Aetna, CIGNA, Health Care . . .

For Customer Experience Professionals

Six Steps To Member-Centric Health Plan Sites

Aligning Member And Business Goals To Get Member Sites Back On Track

by Elizabeth Boehm, February 17, 2010

Health plans track a lot of data about their member sites but still struggle to understand what value it brings to their business and how to improve it. These issues are a sign of a bigger problem: Member sites are flawed. To fix these critical online . . .

For Customer Experience Professionals

Customer Experience Index 2010: Health Insurance Plans

by Bruce D. Temkin, February 12, 2010

Forrester asked more than 4,600 US consumers about their interactions with a variety of companies, scoring those experiences in three areas: meets needs, easy to work with, and enjoyability. Based on these consumer responses, we calculated Forrester's . . .

For Business Process Professionals

Adding Social Media To Customer Service Initiatives Can Break Down Barriers To Change

by Natalie L. Petouhoff, Ph.D., February 11, 2010

According to Forrester data, 91% of executives say that customer experiences are critical or very important to their businesses, nearly 5,000 consumers prefer better customer experiences over lower prices, and better customer experiences drive higher . . .

For Customer Experience Professionals

Experiences Across The Customer Life Cycle

Satisfaction With Researching, Buying, Product Usage, And Customer Service

by Bruce D. Temkin, February 11, 2010

Forrester asked more than 4,600 US consumers about their experiences in researching, buying, and using products or services as well as with customer service interactions across 14 industries. In 12 of the industries, customer service had the lowest satisfaction . . .

For Customer Experience Professionals

Seven Trends Customer Experience Professionals In Healthcare Can't Afford To Ignore

How New Technologies Will Transform Digital Healthcare Experiences

by Elizabeth Boehm, February 3, 2010

On the eve of a new decade, many elements of the US healthcare system are still twisting in the winds of healthcare reform. But the writing on the customer experience wall is clear: Consumers' expectations get set by their experiences with other, more . . .

For Customer Experience Professionals

Consumers' Likelihood To Recommend 133 Firms

How Likely Are US Consumers To Recommend Firms Across 14 Industries?

by Bruce D. Temkin, February 2, 2010

Forrester asked more than 4,600 US consumers about their likelihood to recommend 133 companies across 14 different industries. As an industry, retailers were the most recommended, while utility providers, health insurance plans, and TV service providers . . .

For Customer Experience Professionals

Rating Customer Service Experiences, 2010

Consumers Evaluate Customer Service At 92 Companies

by Bruce D. Temkin, January 28, 2010

Forrester asked more than 4,600 US consumers about their customer service experiences with companies across 14 industries. Barnes & Noble and Kohl's received the highest rating, while Charter Communications fell to the bottom. Kaiser, on the other . . .

For Customer Experience Professionals

How Four Firms Measure Customer Experience Across The Enterprise

Interviews With Executives In Travel, Healthcare, Banking, And Insurance

by Megan Burns, January 22, 2010

Chief customer experience officers (CC/EOs) need a set of metrics in order to benchmark and manage their firms' enterprisewide customer experience. To understand which metrics they're using today, Forrester interviewed top customer experience professionals . . .

For Customer Experience Professionals

The Customer Experience Index, 2010

Consumers Rate The Customer Experience Across 133 Large US Firms

by Bruce D. Temkin, January 11, 2010

Forrester asked more than 4,600 US consumers about their interactions with a variety of companies, gauging the usefulness, ease of use, and enjoyability of those experiences. Based on these consumer responses, we calculated the Customer Experience Index . . .

For Customer Experience Professionals

Q&A With CIGNA's Chief Customer Officer

How Ingrid Lindberg Is Reversing The Healthcare Customer Experience Curse

by Elizabeth Boehm, December 14, 2009

In an industry with multiple constituents, a strong regulatory burden, and conservative cultures, can health plans craft experiences that delight customers? CIGNA's Ingrid Lindberg believes they can. By collecting data on what customers (whether consumers, . . .

For Customer Experience Professionals

Consumers Expect Poor Service Experiences

Customer Service Expectations Across 10 Industries And Five Generations

by Bruce D. Temkin, December 2, 2009

Most customers say they prioritize service over price when choosing to do business with a company. But consumers expect a poor experience when trying to resolve a customer service issue. Expectations are not the same across industries. Consumers expect . . .

For Customer Experience Professionals

Online CDHP Experiences Drive Members To The Contact Center

by Elizabeth Boehm, November 25, 2009

Members of consumer-directed health plans (CDHPs) are more engaged in managing their healthcare than are other commercially insured consumers, and they're also more likely to interact with their health plan online. Unfortunately, current online CDHP member . . .

For Customer Experience Professionals

Who Is Delaying Healthcare?

Which Consumers Put Off Care And What Health Resources They Turn To

by Elizabeth Boehm, November 23, 2009

As the recession persists and Congress deliberates on legislation for healthcare reform, consumers continue to make tough choices regarding treatment. Low-income and uninsured consumers are more likely to delay care that is recommended by their doctors . . .

For Customer Experience Professionals

Member Registration Plagues Health Plan Sites

Interviews Of 17 Health Plans Uncover The Need For Email Addresses

by Elizabeth Boehm, November 20, 2009

The Web is becoming a bigger part of health plans' member service and member communication strategies, but health plans struggle to drive adoption. Forrester recently interviewed customer experience professionals responsible for member service Web sites . . .

For Customer Experience Professionals

PHRs: Scant Penetration And Lots Of Confusion

Consumers Report On Which Personal Health Records They're Using

by Elizabeth Boehm, November 4, 2009

In a recent Forrester survey, almost one-third of consumers reported having a personal health record (PHR) &mdash the vast majority of which are from their health plan. Forrester doesn't believe it. These high adoption levels don't jibe with either . . .

For Customer Experience Professionals

Health Plan Provider Search Tools: It's Time For An Upgrade

by Elizabeth Boehm, October 29, 2009

Consumers tell us that online provider directory tools are convenient and reasonably easy to use but still fall short of helping them make decisions regarding where to get the best care for themselves and their families. To bring provider directories . . .

For Customer Experience Professionals

Service Seekers Are More Loyal Than Price Seekers

Examining Four Segments Of Consumers Across 12 Industries

by Bruce D. Temkin, August 31, 2009

In previous research, Forrester created four segments of consumers based on their interest in low prices and good customer service: Service Seekers, Price Seekers, Price & Service Seekers, and Others. We examined the loyalty of these segments across . . .