Some of the most-visited government-hosted health websites include the Department of Health and Human Services (where senior health citizens can find information on Medicare, for example), the National Cancer Institute, the National Library of Medicine, and the Department of Veterans Affairs, among many others.
Foresee uses the ACSI, or American Customer Satisfaction Index, methodology pioneered at the University of Michigan. This is an industry standard that measures consumer satisfaction across industries. The methodology incorporates various components of online consumer satisfaction such as site performance and easy of navigation, among others.
- 139% more likely to return to a website
- 169% more likely to recommend the website
- 153% more likely to use the website as their primary resource for interacting with a health care organization, versus using a call center or physical office location.
Foresee points to outcomes like building brands, increasing loyalty, attracting new clients. But if the health information is sound, and health citizens more engaged, then it also follows that improved health outcomes will result. And those companies that engage with health are prepped to sustain success over time.