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Better health care engagement: The role of consumer experience - BenefitsPro

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Payers with efficient call centers and digital self-service options experience ‘significant’ membership increases.

Health insurance members expect strong digital consumer experience (CX) options, and payers that provide or improve those options likely would enhance member engagement. (Photo: Shutterstock)

The health care industry is often compared to other consumer shopping experiences, such as buying a car or a new appliance. Aside from actually being able to compare the price of different goods, these shopping decisions often depend in large part on the customer experience–another oft-overlooked area in health care satisfaction.

Zipari, which bills itself as the developer of the first and only Consumer Experience Platform built specifically for health insurance, recently released results of a new survey gauging member engagement.

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