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Navigating Customer Experiences

September 25, 2013

customerThe ratings culture in the U.S. has exploded in the last decade with consumers turning to reviews for dining, shopping, vacationing, and even home improvements. Now, as they spend more of their own money on health and wellness, consumers are beginning to search for rating systems to guide their decision making. Suddenly consumers want to see stars, grades, and scores on their doctors, hospitals, and insurance companies.

At the same time, healthcare companies jockeying for an edge in this era of value are looking more comprehensively at the customer experience. Insurers that serve Medicare beneficiaries, for example, stand to gain more than $5 billion in bonus payments linked directly to patient feedback before 2014. Reimbursement for hospitals is shifting as well.

Connect to the PwC report.


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