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U.S. Healthcare Consumer Survey: Member Portal Features That Drive Overall Customer SatisfactionPublished by: IDC Published: Apr. 6, 2006 - 14 Pages Table of ContentsTable of Contents Health Industry Insights Opinion In This Report Methodology Situation Overview Regression Analysis Figure: Linear Regression Perceptual Map: Measuring Impact of Variables on Overall Consumer Member Portal Satisfaction Quadrant Analysis Figure: Quadrant Analysis Perceptual Map: Identifying Where Health Plans Need to Invest to Drive Overall Consumer Member Portal Satisfaction Monitor: Low Impact/Low Performance Relax: Low Impact/High Performance Maintain: High Impact/High Performance Invest: High Impact/Low Performance Future Outlook Essential Guidance Learn More Related Research Methodology Respondents Interviews Survey Schedule Weighting and Data Analysis Definitions Type of Care Routine Checkups Minor Ailments Chronic Illnesses Acute Conditions Demographic Overview Household Demographics Figure: Highest Level of Education Completed by U.S. Population and Survey Respondents Figure: Annual Household Income of U.S. Population and Survey Respondents Health Insurance Figure: Factors in Decision to Change to Current Health Plan Online Behavior Figure: Types of Health-Related Tasks Performed Online Figure: Online Sources Used for Health-Related Information Synopsis AbstractThis 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. Get Full Details About This Report >> |
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