Survey: Customer Dissatisfaction in Healthcare Higher Than in Other Industries

Customer dissatisfaction is higher in healthcare than in other industries, according to a Harris Interactive survey.

The survey includes responses from more than 2,000 U.S. adults. While the percent of customers who were satisfied with their most recent visit to a healthcare provider was the median among nine experiences in different industries, the percent of customers who were dissatisfied was the second highest, tied with the last visit to a mobile phone store and beaten only by customers' last interaction with their health insurance company. 

Here is the percent of customers who reported being satisfied with nine experiences:

•    Last visit to a restaurant — 90 percent
•    Last visit to a department store — 86 percent
•    Last visit to a bank — 85 percent
•    Last online purchase — 84 percent
•    Most recent visit to a healthcare provider — 83 percent
•    Last stay at a hotel — 78 percent
•    Last car purchase — 72 percent
•    Last interaction with your health insurance company — 61 percent
•    Last visit to a mobile phone store — 59 percent

Here is the percent of customers who reported being dissatisfied with nine experiences:

•    Last interaction with your health insurance company — 18 percent
•    Last visit to a mobile phone store — 17 percent
•    Most recent visit to a healthcare provider — 17 percent
•    Last car purchase — 10 percent
•    Last visit to a department store — 9 percent
•    Last visit to a bank — 8 percent
•    Last online purchase — 6 percent
•    Last stay at a hotel — 6 percent
•    Last visit to a restaurant — 6 percent

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