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) — the vast majority of which are from their health plan. Forrester doesn't believe it. These high adoption levels don't jibe with either past surveys . . .

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 Infrastructure & Operations Professionals

Virtual Machine Consolidation Ratio Benchmark, 2009

How Many Virtual Machines Can Enterprises Fit On A Single Physical Server?

by Rachel A. Dines, Galen Schreck, October 23, 2009

According to a recent Forrester survey, the physical to virtual consolidation ratio of server virtualization users varies significantly by company and industry. If your organization has implemented server virtualization but not realized the expected cost . . .

For Customer Experience Professionals

Where To Find Help With Health Risk Assessments

Product Profiles For 10 Standalone HRA Solution Vendors

by Elizabeth Boehm, October 2, 2009

Health plans, employers, government agencies, and other healthcare stakeholders use health risk assessments (HRAs) as a means of understanding a population's baseline health behaviors and attitudes as well as for assessing progress over time. The growth . . .

For Customer Experience Professionals

The Customer Experience Generation Gap

Customer Experience Index Scores Across Five Generations And 12 Industries

by Bruce D. Temkin, September 30, 2009

Across most industries, Seniors give firms the highest marks for customer experience, and Gen Yers give them the lowest. The most significant exception is that Older Boomers give PC manufacturers the lowest scores. The difference across generations is . . .

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 . . .

For Customer Experience Professionals

CDHP Member Engagement Slips — Again

Health Plans Can't Count On Plan Design To Drive Healthcare Consumerism

by Elizabeth Boehm, August 26, 2009

Consumer-directed health plans (CDHPs) continue to experience rapid growth in adoption. But member engagement has declined for the second consecutive year. CDHP members are now less likely to use online health tools and actively manage their healthcare . . .

For Customer Experience Professionals

Health Plans' Cross-Channel Service Imperative

Self-Service Success Requires Strong Integration With Phone Channels

by Elizabeth Boehm, August 12, 2009

More than half of US online, nonelderly, commercially insured consumers have visited their health plan's Web site last year. Once there, members avail themselves of an array of administrative tools like finding a doctor, checking a claim, and checking . . .

For Customer Experience Professionals

Health Plans Face A Member Experience Crisis

by Elizabeth Boehm, July 28, 2009

Health plan member experience is broken. Not only do members pan their health plan experiences across the board, but those who use health plan service solutions more frequently are less satisfied with their overall health plan experiences. Fixing this . . .

For Customer Experience Professionals

Who Wants Low Prices Or Good Customer Service?

Examining Four Segments Of Consumers Across 12 Industries

by Bruce D. Temkin, July 23, 2009

In previous research, Forrester found that US consumers looked for good customer service more often than lower prices. To understand this dynamic in more detail, we created four segments of consumers: Service Seekers, Price Seekers, Price & Service . . .

For Customer Experience Professionals

Customer Experience Boosts Revenue

Modest Improvements Can Bring In $177 Million To $311 Million Per Year

by Bruce D. Temkin, June 22, 2009

Forrester's previous research has shown a high correlation between customer experience and three key elements of loyal behavior: willingness to buy more, reluctance to switch, and likelihood to recommend. But how does that affect a company's bottom line? . . .

For Consumer Market Research Professionals

Technographics® Survey Highlight: North American Technographics Healthcare Online Survey, Q1 2009 (US)  (658 KB PPT)

by Serena Goldberg, June 19, 2009

This highlight deck summarizes the key findings from Forrester’s North American Technographics Healthcare Online Survey, Q1 2009 (US).

For Customer Experience Professionals

Consumers Want Healthcare Change, Lack Consensus

by Elizabeth Boehm, June 18, 2009

Healthcare reformers in Washington claim that all options are on the table. But what do consumers want? According to Forrester's Q1 2009 Healthcare Online Survey, the US public remains as divided as its politicians. Consumers' top choice, at 30%, is expanding . . .

For Customer Experience Professionals

How Health Plans Use Health Risk Assessments

by Elizabeth Boehm, June 18, 2009

Determined to bring medical costs under control, health plans use health risk assessments (HRAs) to inform interventions aimed at changing members' health status. In a recent survey of nine health plans, Forrester found surprisingly little consistency . . .

For Customer Experience Professionals

Customer Experience Index 2008 Snapshot: Health Plans

Health Plans Rank Last In Customer Experience Two Years In A Row

by Bruce D. Temkin, June 5, 2009

Forrester asked more than 4,500 consumers about their interactions with a variety of companies, gauging the usefulness, usability, and enjoyability of those experiences. Based on these consumer responses, we calculated the Customer Experience Index (CxPi) . . .

For eBusiness & Channel Strategy Professionals

The Forrester Wave™: CDHP Platforms, Q2 2009

Several New Leaders Emerge In A Rapidly Maturing Market

by Carlton A. Doty, May 29, 2009

In Forrester's 60-criteria evaluation of consumer-directed health plan (CDHP) platform vendors, we found a tight group of four Leaders with proven ability to serve multiple stakeholders well and to deliver a subscriber experience that stands out from . . .

For Customer Experience Professionals

How Customer Experience Drives Word Of Mouth

Consumers Talk To More People About Their Bad Experiences

by Bruce D. Temkin, William Chu, May 28, 2009

Forrester asked more than 4,500 consumers how often they talk about experiences with companies in 12 industries. It turns out that more consumers talk about good experiences than bad experiences with eight of the industries. Retailers and banks have the . . .

For eBusiness & Channel Strategy Professionals

Using Channel Satisfaction Data To Build The Business Case For eBusiness

by Carrie Johnson, Elizabeth Davis, May 26, 2009

Forrester recently released a report showing the results of a survey of more than 4,500 US consumers and their level of satisfaction with Web, phone, and in-person interactions across 12 different industries. The report allows eBusiness and channel strategy . . .

For Customer Experience Professionals

How Loyal Are Consumers? Not Very

Repurchasing, Switching, And Making Recommendations Across 12 Industries

by Bruce D. Temkin, May 18, 2009

We surveyed more than 4,500 US consumers to find out about the strength of their relationships with companies across 12 industries. Our analysis looked at three areas of loyalty: the willingness to make another purchase, the reluctance to switch business . . .

For Customer Experience Professionals

Customer Service Trumps Price

US Consumers Pick Good Customer Service Over Low Prices In 12 Industries

by Bruce D. Temkin, May 15, 2009

Forrester asked nearly 4,600 consumers how they choose the companies they do business with. Across all 12 industries we examined, good customer service was more important than low prices; the largest gaps were uncovered for banks, investment firms, and . . .

For Customer Experience Professionals

How Medicare Seniors Use Online Health Tools

by Elizabeth Boehm, May 12, 2009

More than 50% of seniors (aged 65 and older) now access the Internet at least monthly. Forrester examined our Consumer Technographics® data to see if health plans need to start focusing more attention and investment on their Medicare sites to meet . . .

For Customer Experience Professionals

Industry Experts Weigh In On Healthcare Reform

Insights From H.I.L. Forum's Transforming Healthcare Summit 2009

by Elizabeth Boehm, Andrew McInnes, April 27, 2009

Forrester recently attended H.I.L. Forum's Transforming Healthcare Summit 2009, which brought together four expert panelists from across the healthcare industry. Discussion focused on the speed and extent of upcoming reform, with panelists largely agreeing . . .

For Customer Experience Professionals

The State Of Customer Experience, 2009

Customer Experience Management Enters Into Adolescence

by Bruce D. Temkin, April 24, 2009

Executives have been saying for awhile that customer experience is important. Only recently, however, have many of them begun to understand its direct link with loyalty. As a result, companies are starting to develop more disciplined approaches to customer . . .

For Customer Experience Professionals

The Experiences That Satisfy Consumers, 2009

US Consumers Rate Firms' Web, Phone, And In-Person Interactions

by Bruce D. Temkin, April 14, 2009

How well do experiences meet the needs of customers? Not very well. A survey of more than 4,500 US consumers shows a low level of satisfaction with Web, phone, and in-person interactions across 12 different industries. It turns out that Web interactions . . .