Patient loyalty: consumer research insights

With consumers facing increasing out-of-pocket costs, providers may find that more individuals are “shopping around” before moving forward with care. However, what makes people decide to remain loyal to their provider or to switch is more complex than comparing out-of-pocket expenses. To understand loyalty from the point of view of the patient or client, we turn to revealing consumer research findings.

Based on qualitative and quantitative consumer research across a variety of retail industries, we gained insights into the deep human motivations driving customer loyalty to brands and retailers. These findings may be invaluable to healthcare providers, who may adopt consumer-focused approaches to differentiate their practice.