Customer Experience Trends in Healthcare for Massachusetts 2019 | Doctor.com
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Customer Experience Trends in Healthcare for Massachusetts 2019

for: Enterprise
for: Private Practice

Doctor.com recently surveyed Massachusetts patients to drill down on their habits, preferences, and expectations around the healthcare experience.

Some things we learned:

  • 85% of Massachusetts-based patients use the internet to make healthcare decisions.
  • 77% even look up referred providers online.
  • 55% prefer to make appointments through digital means.
  • 85% will change their mind about a referral with less than 3 stars.
  • 70% say the quality of customer service influences their loyalty to a provider.

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