Healthcare CX Index
Successful digital transformation outcomes come from making the right choices for your business based on what matters most to your customers.
Hero Digital’s Healthcare CX Index highlights key takeaways from four generations—Gen Z, Millennial, Gen X, and Boomer—and four industry sub-sectors—Primary Care, Urgent Care, Medical Specialties, and Pharma.
Every healthcare interaction, no matter how trivial, is influenced by human emotions. Stress is ever present and patients are seeking guidance through personal challenges. At the same time, people are interacting with healthcare professionals in new ways. Telehealth is expanding, in-depth information is at everyone’s fingertips, and personalized content guides people on their health journey.
Taking steps that don’t serve your customers has high costs. Before diving into important digital transformation initiatives, it’s essential to know what your customers value, how well you’re performing, and which investments will have the highest return.
Use the Healthcare CX Index to understand your customers on a human level, diagnose your CX performance, and prioritize transformation investments that impact loyalty and revenue.
Gen Z
30% of Gen Z customers rank empowerment and disruption as top customer experience attributes when recommending a healthcare company.
Millennial
60% of Millennials rank empathy and principles as top customer experience attributes when recommending a healthcare company.
Gen X
30% of Gen X customers rank access and ease as top customer experience attributes when recommending a healthcare company.
Boomer
20% of Boomers rank price and stature as top customer experience attributes when recommending a healthcare company.
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