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NRC Health launches metric to measure and grow healthcare consumer loyalty

Monday, September 25, 2017

NRC Health, a provider of patient and consumer insights and healthcare performance-improvement solutions, has launched the healthcare industry’s first holistic metric for measuring consumer loyalty: the NRC Health Loyalty Index­­. The Loyalty Index enables hospitals and healthcare systems to develop informed marketing strategies, drive patient acquisition, and enhance consumer loyalty.

Hospitals and healthcare systems who rely solely on a single metric to evaluate loyalty, such as patient experience scores, can miss the complete picture. One-dimensional views minimize opportunities to understand a healthcare consumer’s complete journey, including brand awareness and need, or motivation to use their brand over others. The NRC Health Loyalty Index, comprised of seven key attributes of the healthcare journey, provides a 360° view of healthcare consumer loyalty.

The Loyalty Index strengthens strategic healthcare decision-making. It provides marketers a unified way to assess and track brand strengths and weaknesses, benchmark against peers, and identify emerging trends in consumer behavior. With new insight, marketers now have the ability to proactively implement change, prove marketing ROI, and ultimately increase market share.

Brian Wynne, General Manager of Market Insights for NRC Health, said: “The development of the NRC Health Loyalty Index is a meaningful step towards defining and quantifying loyalty in healthcare. We are proud to be at the forefront in helping our partners understand the needs of the communities they serve and transform the way they deliver care.”

The NRC Health Loyalty Index is powered by the NRC Health Market Insights solution. Market Insights provides marketers and strategists with the nation’s largest syndicated healthcare consumer database, capturing insights from 300,000+ consumers annually in more than 300 markets across the U.S.

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