For the report, Invoca surveyed 1,000 U.S. consumers and assembled findings into a report alongside Adobe’s customer experience data.
Three findings:
1. Forty-seven percent of respondents said purchasing healthcare is stressful or extremely stressful.
2. Eighty-seven percent of respondents said adaptability is an important or very important characteristic of their interactions with a brand. However, only 17 percent said healthcare representatives demonstrated that characteristic.
3. Respondents said healthcare companies fulfill their emotional needs more often across all channels — in-person, phone, email, chat — compared to other industries, such as home services, finance, insurance, telecoms and travel.
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