Prior to March 2020, the healthcare industry was abuzz about Consumerism born from concern with the rising tide of competition from tech and retail sectors. However, during the COVID-19 pandemic, healthcare brands have seen an increase in patient trust compared to these alternative providers.
MDRG was curious as to how this increased patient trust will translate into future loyalty.
We conducted research to understand the role of trust at various touchpoints in the healthcare journey. We sought the answers to questions like: