NRC Health Unveils Winners of Third-Annual Consumer Loyalty Awards
August 24 2020 - 4:00PM
NRC Health, the leading provider of in-depth customer insights in
healthcare, today announced the winners of its third-annual NRC
Health Consumer Loyalty Awards during the 26th Annual NRC Health
Symposium, which kicked off virtually today.
NRC Health’s Consumer Loyalty Awards are the only loyalty-based
hospital rankings recognizing the top U.S. healthcare facilities
driving loyalty among their patient populations. This year’s top
100 was identified by a nationally syndicated, Internet-based
survey* that measures the opinions, behaviors and profiles of more
than 310,000 consumers annually in more than 300 markets across the
U.S. To qualify for the awards, the winning organizations had to
receive at least 150 top-of-mind mentions on the survey and earn
extraordinarily high scores across the seven critical aspects of
consumer loyalty in NRC Health’s Loyalty Index, including access,
brand score, engagement, need, motivation, experience and Net
Promoter Score (NPS). Why Loyalty Is More Important Than
Ever As the COVID-19 pandemic presses on, there is still a
considerable amount of uncertainty in today’s healthcare
environment. Together, patients and providers have begun navigating
new care delivery models like telehealth, and with this and many
other changes, healthcare leaders must consider how to retain
existing patients, attract new ones and build a lasting foundation
of loyalty. “The current global pandemic has put immense strain on
the healthcare industry. Our 2020 award winners understand that
keeping patients feeling safe, cared for and supported is critical
not only during this crisis but also in building long-lasting
loyalty. We’re proud to honor this outstanding group of healthcare
organizations for their contributions and dedication to improving
the care experience and we look forward to watching them continue
to embody our mission of bringing human understanding to healthcare
while delivering exceptional, patient-centered care,” said Helen
Hrdy, Chief Growth Officer at NRC Health. Honoring New and
Repeat Winners Nearly two-thirds of last year’s honorees
were once again named on this year’s list, and four organizations
are repeat winners on the “best-in-class” list, or top 10,
including Brigham and Women’s Hospital in Boston, MA, University
Iowa Hospitals and Clinics in Iowa City, IA, and St. Vincent’s
Birmingham and UAB Hospital, both in Birmingham, AL. "We've worked
very hard over the last year to better our communication and
relationships with patients, and winning this award from NRC Health
validates for us as an organization that everything we've been
doing to prioritize patient care is working," said Jerry Griffin,
Director of Consumer Insights and Digital Engagement at Penn State
Health. "It feels really good to receive this recognition and to
know that our communities recognize our efforts as well." The top
100 hospitals beat out more than 500 other healthcare
organizations, ranking in the top 75th percentile across the seven
components of NRC Health’s Loyalty Index, which measures access,
brand score, engagement, need, motivation, experience and Net
Promoter Score (NPS). With these metrics, the recognized healthcare
organizations can analyze their performance against their peers,
recognize trends and adjust course where needed to further
prioritize and increase consumer loyalty moving forward. “Each of
this year’s winning hospitals are delivering on what matters most
to patients as they seek care during these challenging times and
beyond,” said Hrdy. “While the pandemic continues to change the
industry and hospitals seek to adapt, these healthcare
organizations have shown innovative thinking over the last year to
meet the evolving expectations of today’s healthcare consumers.
Congratulations again to each of them and keep up the great work!”
The full list of winners for the 2020 Consumer Loyalty Awards is on
the NRC Health website here. *NRC Health’s Market Insights survey
is weighted to account for age, income, population, presence of
children in the household, marital status and ethnicity to ensure
an accurate demographic distribution. About NRC
Health For more than 39 years, NRC Health (NASDAQ: NRC)
has been committed to achieving human understanding and bringing
healthcare organizations closer to their customers than ever before
by illuminating and improving the key moments that define an
experience and build trust. Guided by their uniquely empathic
heritage, proprietary methods, skilled associates, and holistic
approach, NRC Health helps its customers design experiences that
exceed expectations, inspire loyalty, and improve well-being among
patients, residents, physicians, nurses, and staff. For more
information, email info@nrchealth.com or visit
www.nrchealth.com.
Press Contact:Jennifer LyleBarokas
Communicationsnrchealth@barokas.com
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