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 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

Consumers Respond To The Economic Downturn By Cutting Their Healthcare Spending

by Elizabeth Boehm, August 19, 2009

Congress is struggling with healthcare reform and debating issues like how to create a public plan and fund expanded coverage. But consumers have to make tough choices regarding their own health and finances today. Almost 40% of consumers report they . . .

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 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 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

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

Where To Find Help For Web Design Projects, 2009

North American Interactive Agencies Report Their Capacity, Budget, And Industry Capabilities

by Vidya L. Drego, May 8, 2009

Web site owners know that selecting the right Web design vendor can be a stressful and complicated endeavor. Budgets for design services are tight, but interactive design agencies are still selective about the projects they take on. To help kick-start . . .

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 Interactive Marketing Professionals

How To Create A Social Application For Life Sciences Without Getting Fired

Social Strategies That Succeed Within A Regulatory Framework

by Josh Bernoff, April 20, 2009

People with health problems naturally form mutually supportive communities and seek out information about drugs and treatments. And yet, because of restrictive FDA regulations, pharmaceutical and other life sciences companies are terrified to take advantage . . .

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 . . .

For Customer Experience Professionals

Consumers Delay Healthcare Due To Economic Woes

by Elizabeth Boehm, March 25, 2009

Industry players view healthcare as an inelastic necessity, but consumers weigh costs heavily when deciding whether to seek care or pursue a course of treatment. Unfilled prescriptions, skipped screenings, and postponed surgeries show that consumers who . . .

For Marketing Leadership Professionals

Consumer Engagement In Personal Healthcare Finance Dropped In 2008

Healthcare Marketers Have An Uphill Battle Ahead Of Them

by Carlton A. Doty, Elizabeth Davis, March 11, 2009

According to Forrester's North American Technographics® Healthcare Online Survey, Q2 2008, 39% of non-elderly commercially insured adults in the US now own a health spending account. This document profiles these consumers by account type and uncovers . . .

For Customer Experience Professionals

Consumers Face Healthcare Financing Fears

Health Plan Customer Experience Professionals Must Build Transparency

by Elizabeth Boehm, March 9, 2009

The deepening recession has led to consumer fears across the US economy — and healthcare is no exception. When Forrester asked US consumers about their attitudes toward healthcare costs in Q3 2008, most respondents said they anticipate cost increases, . . .

For Customer Experience Professionals

Customer Experience And Loyalty: A Closer Look

Impact Of Usefulness, Ease Of Use, And Enjoyability Differs Across Industries

by Bruce D. Temkin, March 6, 2009

Forrester examined the correlation between customer experience and loyalty across 12 industries: airlines, banks, cell phone service providers, credit card providers, hotels, insurance firms, Internet service providers, investment firms, medical insurance . . .

For Customer Experience Professionals

The Netherlands' Customer Experience Index Snapshot: Health Plans

by Harley Manning, February 18, 2009

Forrester asked nearly 5,000 consumers in the Netherlands about their interactions with a variety of health plans, gauging the usefulness, usability, and enjoyability of those experiences. Based on these consumer responses, we calculated the Customer . . .

For Customer Experience Professionals

Six User-Centered Design Best Practices

by Vidya L. Drego, February 17, 2009

In recent research, Forrester uncovered six best practices in the user-centered design process — for example, Medco links business objectives to customer goals, Wells Fargo uses scenario-starter exercises to gain early stakeholder buy-in, and KeyBank . . .

For Customer Experience Professionals

Customer Experience Correlates To Loyalty

Customer Experience Is Even More Correlated To Loyalty Than Last Year

by Bruce D. Temkin, February 17, 2009

Using data from nearly 4,700 consumer surveys, Forrester examined the correlation between the customer experiences delivered by more than 100 US firms and the loyalty of their customers. Our analysis shows that good customer experience correlates to consumers' . . .