Healthcare News

September 2011: Low Hanging Fruit: These Stats Show Opportunities to Best the Competition

Sep 20, 2011 by Confero Inc.

Customer perception of sincerity makes a big impact on customer satisfaction.   A study conducted by Prime Performance revealed that 87% of bank and credit union call center customers believed that the representative was genuinely interested in helping them. When the customers felt this sincerity, 81% said that they were satisfied with the experience.  When respondents felt that the representative was not genuinely interested in helping, only 18% of customers were satisfied.

Do consumers want to pay more for healthcare?  In a recent Accenture survey, almost half of U.S. consumers said that they would be willing to pay more for quality customer service from their healthcare insurance providers.


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How New Healthcare Laws May Impact Customer Dining Experiences

Nov 30, 2012 by Confero Inc.

What kind of an impact will the new health care laws have on customer dining out experiences?

As restaurants adjust to new laws on healthcare for employees who work more than 30 hours per week, managers will juggle employee schedules and budgets even more so than in the past. The restaurant industry's reliance on part time workers ensures that the industry will feel a big impact when the new law comes into play in 2014. Some restaurants, such as Darden Restaurants, whose concepts includes Red Lobster, Olive Garden and Longhorn Steakhouse, will reassess the number of employees who will receive health benefits within the law and determine ways to manage the increased benefits costs . Other restaurants, such as Panera, say that for now, they have no plans to adjust employee hours because of the new law. Still others worry about the ability to afford good people in order to provide good service at their restaurants.

Several restaurants are preparing now. Darden Restaurants is currently testing the limiting of staff hours at some locations. No doubt, management will evaluate


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