2024 CX & Communications Consumer Insights

With 70% of consumers indicating the companies they do business with need to improve the customer experience – a sentiment that has doubled since 2019 -- many healthcare insurers and providers are taking notice.

Our sixth annual CX & Communications Consumer Insights research reveals the expectations of more than 4,000 North American consumers.   

 These insights are helping insurers and providers prioritize their CX, communications, and digital transformation strategies.A few key trends from this year’s data:

• Healthcare communications could be clearer: 58% of consumers think their provider communications are easy to understand and only half (51%) think the same of their insurer communications.
• Members and patients are seeking a better experience: 26% of consumers think their healthcare providers are delivering a good experience and only 23% say the same for their healthcare insurance company.
• Data security remains a concern: Despite the apprehension, more than half (54%) of consumers are willing to share their personal data if it will result in a better experience.

Especially in healthcare, clear omni-channel communications are critical in keeping members and patients engaged and satisfied. I’ve attached a one-pager, and you can download the full report for more insights.

The original version of this page was published at:  https://www.broadridge.com/report/brcc/2024-cx-and-communications-consumer-insights