With the cost of retaining a customer much lower than that of acquiring a new one, customer satisfaction is becoming increasingly important in various industries globally, and healthcare
is not an exception. In a 2009 survey conducted by the World Health Organisation (WHO), it
was revealed that patient experience directly relates to people’s satisfaction with the
healthcare system or a particular facility.
Once customers receive high-quality service at one healthcare provider, they are more
inclined to return to the facility if the need ever arises. According to Ajua’s Customer Loyalty
Benchmark for Quarter 4 2019, Customer Service sits at the top of all customer happiness
drivers, with a 44% share while the availability of modern facilities & equipment only had 6%.