October 20th, 2022, Janice Fernandes
From booking appointments to consulting with doctors and purchasing medication, the healthcare and health services industry also had to create a more visible online presence as a result of COVID-19. More than two years on since the beginning of the pandemic, do consumers think health services provide a good digital experience or is there more left to be desired?
A recent YouGov survey asks that question to consumers across 18 countries. The result: less than a quarter of global consumers (23%) are happy with the digital experience provided by health services.
Consumers in the MENA and APAC regions are more likely to be satisfied with the digital interactions of health services than the global average. A third of consumers (34%) in the UAE express satisfaction with their digital interactions, making it the individual market with most satisfied consumers. Consumers in India (33%), Indonesia (31%) and Singapore (27%) round off the top four.
Denmark (27%), US (24%) and Australia (24%) outpace the global audience, but the figure keeps sliding down for the rest of the markets.
British health services have a lot of improvements to make to their ‘digital-side manner’. Britons are the least satisfied consumers among all the markets surveyed. Fewer than two in ten consumers think health services provide a good digital experience (16%) - something which may be a side-effect of the long waits people are experiencing in accessing public health services in Britain right now.
Looking further into the data doesn’t reveal any significant difference in opinion among consumers of different age groups, except those over 55. Around two in ten consumers aged between 18-24 are satisfied with the way health services are handling their online users (21%). The figure rises to about a quarter among those aged 55 and above (25%). In the US the figure doubles across the two age groups – 15% of 18-24-year-olds and 30% of 55+.
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Methodology: YouGov RealTime Omnibus provides quick survey results from nationally representative or targeted audiences in multiple markets. The data is based on surveys of adults aged 18 and over in 18 markets with sample sizes varying between 513 and 2008 for each market. All surveys were conducted online in August 2022. Data from each market uses a nationally representative sample apart from Mexico and India, which use urban representative samples, and Indonesia and Hong Kong, which use online representative samples. Learn more about YouGov RealTime Omnibus.