In a recent white paper from NRC Health, researchers point out that patient satisfaction does not predict patient loyalty: 78% of patients are happy with care, but 80% would switch for convenience alone.
While hospitals and health systems can analyze retention and churn rates for patients over time, this data, especially for healthcare, is misleading because patients could choose to stay for factors outside of their control (like insurance coverage) or leave for a variety of reasons. Readmission goals also need to be taken into account when reviewing the data.
How can leaders tell the difference between fickle “loyalty” and genuine enthusiasm for a brand? NRC Health outlines seven dimensions of consumer loyalty:
• Brand Score
• Engagement
• Need
• Access
• Motivation
• Experience
• NPS
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