NRC Health Study Reveals High-Performing Health Systems Act on Feedback, Not Just Collect It
Event summary
- NRC Health analyzed 376 healthcare organizations, comparing 41 high-performing systems with 335 others.
- High-performing organizations closed 2.01 service alerts per active user vs. 0.63 for others.
- Platform participation was nearly identical at ~6.2 active users per 100 clinicians across groups.
- Research identified five key practices for effective experience management: Align, Listen, Act, Build, Evolve.
- Report challenges assumption that more data access or tech adoption alone drives performance.
The big picture
The findings challenge the healthcare industry's focus on data collection over actionable insights, suggesting a structural shift toward enterprise-wide experience management. This aligns with broader trends of operational complexity and rising consumer expectations in healthcare delivery. The research implies that high-performing systems may gain competitive advantage through systemic feedback integration rather than technological adoption alone.
What we're watching
- Organizational Alignment
- How healthcare systems will institutionalize experience management beyond dedicated teams.
- Actionable Insights
- Whether broader feedback collection without proportional action will become an industry blind spot.
- Performance Metrics
- The pace at which health systems adopt service alert closure rates as a key performance indicator.