Patient Experience Five Times as Likely To Drive Consumer Loyalty as Marketing

By Christopher Cheney
December 28, 2018

Patient experience is the primary driver of patients’ consumer loyalty at health systems, hospitals, and physician practices, according to a recent Press Ganey report.

Consumer loyalty not only impacts finance but also enables population health efforts and care coordination such as long-term care of patients with multiple chronic illnesses. Patient experience is five times more likely to influence brand loyalty than conventional marketing tools such as billboards, or television, print, or radio ads, the report says.