NRC Health Names Consumer Loyalty Award Winners at 27th Annual Symposium
August 05 2021 - 9:00AM
NRC Health, the leading provider of in-depth customer insights in
healthcare, today announced the winners of its fourth-annual NRC
Health Consumer Loyalty Awards during the first day of the 27th
Annual NRC Health Symposium in Nashville, Tennessee. In tandem with
the event, the company also released its 2021 NRC Health Mid-Year
Consumer Trends Report, which highlights the continued shifts in
consumer sentiment around pandemic-induced healthcare trends, like
increased care deferment, rapid telehealth adoption and COVID-19
vaccinations.
“Even during the difficult times over the last year, the 2021
Consumer Loyalty Award winners have all shown remarkable resiliency
while continuing to prioritize the consumer experience,” said Helen
Hrdy, Chief Growth Officer at NRC Health. “It’s humbling to see how
the NRC Health mission of Human Understanding is reflected in the
good work of each of these organizations, and we applaud their
efforts and ongoing commitment to delivering the very best in
human-centric care.”
More than 60 percent of the hospitals recognized in this year’s
top 100 made the 2020 ranking, including three returning
“best-in-class” honorees: University of Iowa Hospitals and Clinics
in Iowa City, Iowa; Duke University Hospital in Durham, North
Carolina; and Michigan Medicine in Ann Arbor, Michigan. Of the top
100 list, nearly 40 percent are from the east coast, which had
several areas hit hard during the peak of the pandemic.
The NRC Health 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 list of winning organizations was identified by a nationally
syndicated survey* of more than 300,000 American consumers. The top
100 beat out more than 500 other healthcare organizations, ranking
in the top 75th percentile across the seven components of NRC
Health’s Loyalty Index: access, brand score, engagement, need,
motivation, experience and Net Promoter Score (NPS). Armed with
these metrics, healthcare organizations can analyze performance
against similar organizations, identify trends and revise plans as
needed to further prioritize and increase consumer loyalty moving
forward.
Loyalty Remains a Driving Force in HealthcareAs
the country rounds the corner on the pandemic, and vaccination
rates continue to increase, the need to rebuild consumer loyalty
has never been more important for hospitals and health systems.
Based on millions of data points from the same nationally
syndicated survey of consumer households, the NRC Health Mid-Year
Consumer Trends Report checks in on some of the key concerns for
healthcare leaders in an evolving consumerist healthcare
market.
Key findings include:
- Healthcare consumers are slowly
resuming previously delayed services – 28% of consumers
delayed care within the first half of 2021, down from a peak care
deferment rate of 33% in Q3 2020.
- Consumers still like telehealth and will keep using
it – The COVID-19 pandemic set a new precedent for care
delivery in the United States, with the demand for virtual care now
starting to outpace in-person care in specialty areas like
cardiology, surgery and pediatrics. Even as the pandemic wanes,
more consumers plan to keep using telehealth. Last year, 53.7% of
consumers said they were excited to keep using virtual care
technologies, but after the first half of 2021, that number is
already up to 66.8%.
- Uncertainty around the COVID-19 vaccine is
declining - Concerns are down across the board. The amount
of vaccinated people along with the people who are starting to see
that many of their concerns are no longer valid, has driven the
overall percentage of consumers who still have concerns down. Even
just from March to April 2021, the number of people who said they
will never get the COVID-19 vaccine decreased 3.1% to 13.6%.
- Vaccination clinics are an opportunity to impress
patients – An increasingly impactful way for hospitals and
health systems to build loyalty with healthcare consumers in the
current landscape is to wow them with the vaccination experience.
Over 90% of patients surveyed reported a positive encounter after
feeling like their questions were answered by staff, including
understanding what to do after leaving the clinic as well as
possible side effects from getting the vaccine.
Download the NRC Health Mid-Year Consumer Trends Report here,
and for the full list of 2021 Consumer Loyalty Award winners, visit
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 HealthFor 40 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, write to info@nrchealth.com, or
visit www.nrchealth.com.
Press Contact:Jennifer LyleBarokas
Communicationsnrchealth@barokas.com
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