Navigating critical intersections in pursuit of excellence
Insights for healthcare professionals from the 2024–25 KPMG US Customer Experience Excellence Report
A KPMG perspective, with supporting data and analysis from Press Ganey
How did US healthcare organizations fare in this year’s rankings for patient experience? In this healthcare industry companion to the annual KPMG Customer Experience Excellence survey report, we take a look at the data to see how US healthcare organizations can better understand different consumer cohorts and develop targeted strategies to better meet patient needs and expectations.
The path to patient experience excellence
Across virtually all industries, delivering excellent customer experiences is critical to building long-term success. This is no less true for healthcare organizations, but their path to customer experience excellence is not a direct route. It depends on an interplay of connections between patients and healthcare professionals, between providers and their employees, between providers and their customers, and between payors and their customers/members. Successfully navigating these intersections, along with varying patient and provider profiles, a mix of geographies and care settings, and continuously evolving technologies, is a considerable challenge.
Dive into our thinking:
Navigating critical intersections in pursuit of excellence
Insights for healthcare professionals from the 2024–25 KPMG US Customer Experience Excellence Report
Download PDFHealthcare: Slippage in rankings
Healthcare 2024 sector ranking: 6
Healthcare dropped one in the overall sector rankings for customer experience excellence.
Last year: 5
Healthcare 2024 Net promoter score (NPS): 9
Healthcare lost two points compared to last year, and came in 5 points under the US average NPS.
Last year: 11
Source: KPMG LLP 2024-25 US Customer Experience Excellence Report.
Five ways to improve patient experience
Here are five recommendations to help you understand the critical intersections in your organization and jumpstart improving your patients’ experience.
Create feedback loops to hear from all constituents, across many channels.
Move beyond national benchmarking with regional, local, facility, unit, and specialty comparisons.
Leverage data segmentation and AI to better understand your patient populations.
The ability to book your own appointments is a key way to reduce friction and start the experience off on the right foot.
Any technology implementation must be human-centered and address key pain points, not introduce new ones.
About KPMG
At KPMG, we believe healthcare providers and payors can use technology and innovation to provide higher-quality care, reduce costs, and deliver a more patient-centric experience. Our mission is to assist organizations to transform and innovate in order to effectively compete in tomorrow’s fast-changing and dynamic healthcare industry. We offer a market-leading portfolio of methodologies, tools, and services to assist healthcare policy makers, payors, providers, and suppliers as they tackle challenges and transform the way healthcare is delivered around the globe.
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