U.S. Telehealth Satisfaction Study

Telehealth has emerged as one of the bright spots in the “new normal,” giving patients the ability to meet virtually with healthcare providers from the safety and comfort of home. However, the technology is still experiencing growing pains. According to the J.D. Power 2020 U.S. Telehealth Satisfaction StudySM released today, patient satisfaction with telehealth services has been increasing during the COVID-19 pandemic, but several barriers to access still exist for many patients, including those most at risk.

The J.D. Power U.S. Telehealth Satisfaction Study helps subscribers better understand consumer expectations from their telehealth services by measures consumer satisfaction of consumers who used a telehealth service within the past 12 months. The study examines their telehealth service experience based on four factors:

  • Customer service
  • Consultation
  • Enrollment
  • Billing and payment

Results from this study help organizations explore:

  • What organization(s) is providing best in class service to their patients?
  • What is important to telehealth users relative to their overall satisfaction, advocacy and loyalty?
  • What are the behaviors that drive overall satisfaction, advocacy and loyalty?
  • What are the telehealth perceptions and needs of patients?
  • How do telehealth experiences compare on key metrics?
  • What do telehealth providers need to do to exceed patient expectations? 
  • How can providers better utilize telehealth services to improve competitive performance across the different segments being measured?