Today’s savvy customer expects to do business without the frustration associated with long hold times, repetitive questions or inconsistency. Healthcare consumers are no exception. Whether they are a health plan member or a patient in a provider setting, processes that hinder the experience can drive them away. To help you better understand this, NTT DATA has released new findings in two studies with insight into how friction plays a role in healthcare.
Did you know that friction in the scheduling process will send a patient to a different provider? Or that friction plays a critical role in the Medicare plan a member will choose? Explore this research and look into our Customer Friction Factor℠ Assessment service. With experts in both healthcare and digitization, we are uniquely qualified to help you identify and remove friction from the customer experience.