This report explores how healthcare providers can improve the patient experience by learning from the strategies and methodologies used in other industries. The Qualtrics XM Institute's 2021 Global Consumer Trends report surveyed 18,000 people across 18 countries to understand how their experiences shifted during the COVID-19 pandemic and how that affected their overall experiences. The report found a strong connection between good experiences and loyalty, and suggests that healthcare providers should view patients as customers and focus on delivering positive experiences throughout the patient journey. The report covers several industries, including retail, travel, hospitality, and banking, and highlights specific strategies for improving the customer experience in each sector.
