KLAS: Customer satisfaction drops 42% after EHR vendor merger, acquisition

Customer satisfaction can suffer up to 42 percent of the time after an EHR company undergoes a merger or acquisition, according to a KLAS Research report.

Within the EHR space, several large vendors have been part of mergers or acquisitions in recent years, including Allscripts, Athenahealth and Cerner.

For its Strategic M&A 2019 report, KLAS analyzed customer satisfaction before, during and one year post vendor merger or acquisition.

Here's how the 2,176 participants, representing 67 mergers and acquisitions, responded when asked what happens to customer satisfaction after a merger or acquisition:

• Significant increase or increase: 40 percent.
• Significant decrease or decrease: 42 percent.
• No/minimal change: 18 percent.

To access the full report, click here.

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