Nearly 50 percent of health customers are willing to pay more for quality customer service — a factor U.S. health insurers need to address to effectively compete for new clients — according to a new survey.
Accenture, Reston, Va., published this finding from a summary of a results of a survey of 1,000 insured individuals. The poll, undertaken to assess the impact of customer service on consumer preferences, found that nearly 80% expect customer services to be easier, more convenient.
The survey also found that 42% of customers had high satisfaction levels while only 7% were dissatisfied. Health insurers, however, have not translated customer satisfaction into revenue opportunities. Accenture found that very few (7%) would consider purchasing additional services.
These findings are timely due to increasing demand for consumer-directed healthcare and the additional 40 million new health insurance custome.