August 4, 2021

According to the Trilliant Health 2021 Trends Shaping the Post-Pandemic Health Economy report, “consumer ‘satisfaction’ is not correlated with loyalty.”  The report contends, “Consumers split their healthcare spending across an average of 4.2 provider brands, similar to consumer behavior in other industries with abundant choice…Where consumers spend their dollars is a more precise measure of loyalty than self-reported satisfaction.”