Salesforce Research surveyed nearly 6,000 consumers worldwide on their experiences with providers, insurers, and pharmaceutical and medical device companies and discovered:
• Common challenges to receiving care
• Consumers’ desire for real-time communication
• Ways to build trust and which factors make consumers more comfortable with sharing data
• Opinions on emerging trends in healthcare and the growth of artificial intelligence (AI)
Data in this report is from a double-blind survey conducted from July 23 through August 15, 2019, that generated responses from 5,984 individuals across North America, Latin America, Europe, and the Asia Pacific regions.
All respondents are third-party panelists (not limited to Salesforce customers). See e-book for detailed respondent demographics.
Due to rounding, not all percentage totals in this report equal 100%. All comparisons are made from unrounded numbers.
Executive Summary : Healthcare and life sciences are in the midst of unprecedented transformation. As the world becomes more digitized, consumer power is growing, and expectations are changing for providers, insurers, and pharmaceutical and medical device companies.
Many healthcare consumers have navigated a fragmented landscape where communication is impersonal and transactions are complicated and time-consuming.
Consumers are excited by emerging solutions that hold the promise for expanding access to and quality of care. To unlock the full potential of these data-powered technologies, the healthcare and life sciences industries must work toward building consumer trust.
Download the e-Book to reveal
- Healthcare Contends with Evolving Consumer Expectations
- Definition of a Great Experience Varies by Sector
- Healthcare Consumer Engagement Goes Digital
- Trust Takes Priority as Health Tech Matures
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