Issue

A major health insurer was experiencing low levels of satisfaction among its healthcare providers, which was hindering its ability to grow and strengthen business relationships and partnerships. The goal was to identify what areas of the stakeholder experience were underperforming and impacting overall satisfaction.

Process

We met with the client to understand its desired outcomes, mapped out its business process and designed a conceptual model of the stakeholder experience. To collect data, we conducted a multimode online and mail study with more than 5,000 healthcare providers across the US. Then, we used our custom modeling technique to refine the conceptual model using actual data and to create a simulator to help the client understand strategic implications for various process improvements.

Result

Market Strategies' research revealed three primary areas that drive overall satisfaction among providers, which led to the development of specific improvement initiatives. The insurer has been implementing the initiatives for three years. During that time, it has experienced steady and notable improvement in overall satisfaction, specifically in terms of likelihood to continue to contract and positive word of mouth.

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