U.S. Healthcare Consumer Survey: Member Portal Features That Drive Overall Customer SatisfactionIDCApril 6, 2006 14 Pages - SKU: IDC1329193 |
| Countries covered: United States This Health Industry Insights report presents the outcome of advanced analytic techniques that were applied to the results of the 2005 U.S. Healthcare Consumer Survey. Approximately 1,300 U.S. households nationwide were surveyed to gauge how satisfied consumers are with the design, ease of finding information, and health information content available on their health plan's Web site. Respondents were asked to rate 10 features or capabilities typically available on a health plan member portal using a 5-point scale. By applying regression analysis and quadrant analysis to our survey data, we are able to identify which attributes have high or low impact and high or low performance. "The quadrant analysis provides a powerful tool for health plans to quickly identify which features they should monitor, maintain, or relax, as well as in which features they should invest to influence customer satisfaction with the overall member portal experience," states Lynne A. Dunbrack, program director, Healthcare Payer Research. |
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