The Loyalty Index found Allscripts, Cerner, CPSI, NTT Data and athenahealth/Razorinsights had the greatest increases in year-to-year hospital customer loyalty.
Overall, loyalty to inpatient EHR/health IT vendors decreased from 81 percent committed clients to 75 percent.
“Customer loyalty has emerged as one of the most reliable metrics because of its forward-looking nature,” said Doug Brown, president of Black Book. “Using a customer loyalty metric to complement historical metrics such as sales, profitability, operational metrics and satisfaction key performance indicators helps hospitals and physicians make better decisions based on customer insights.”
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