Consumer

Customer Experience Survey

McKinsey’s customer experience survey is an annual survey of US consumers that focuses on customer satisfaction and its drivers. In 2013, about 27,000 consumers were surveyed across a range of industries, including healthcare payors and providers. Key highlights of the 2013 survey’s results include:

  • Top-line satisfaction and net promoter scores for hundreds of specific companies
  • Detailed models that illustrate what matters most for driving satisfaction, by industry
  • “Mini journeys” that test consumer satisfaction throughout the customer lifecycle relationship

Payors can use the survey to understand where they stand on customer experience (in comparison with other payors and other industries), diagnose the major pain points their customers encounter, and identify high-value-creating interventions (both table stakes and differentiators).