B Evidence Grade B Graded accuracy verified by the review judge Safe to Cite Dated

2 -- customer satisfaction improvement for Experience-driven healthcare organizations (2018)

Name: Customer Satisfaction Improvement Statistics
Creator: Lighthouse Intelligence
Published: 2026-09-18

2018 · Forrester Consulting (commissioned by Adobe)

According to a 2018 Forrester Consulting study commissioned by Adobe, experience-driven healthcare organizations improved customer satisfaction metrics by 1.9 times.

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Attribution: Forrester Consulting (commissioned by Adobe) View source

Lighthouse Research Team

Last verified: 2026-09-18 · How we verify data →

Source verified Evidence graded

Value

Unit

Multiple

Data Vintage

2018

Entity

Experience-driven healthcare organizations

Evidence Quality

Strong, reliable evidence

Sourced from a well-regarded research firm or industry leader with transparent methodology and a reasonably large sample.

61/100 confidence

Single source - not yet corroborated

Score breakdown

Extraction

Source Trust

Citation Chain

Independence

Methodology

Freshness

Source

Forrester Consulting (commissioned by Adobe) Primary Tier C

https://www.uptopcorp.com/blog/exploring-customer-journey-mapping-for-healthcare-organizations/ ↗

Confidence: 48/100 Vintage: 2018 Channel: Deep Crawl

Source Article

Exploring Customer Journey Mapping for Healthcare Organizations | UpTop

The panel we assembled: - Dr. Katherine Gergen Barnett, Vice Chair of Primary Care Innovation and Transformation @ Boston Medical Center - Byron Okutsu, Former AVP, Provider Network Management @ Cigna - Deborah Roberts, Senior UX Designer @ UpTop Health - Thomas Fullwood, Online Event Manager @ Marc…

Original Research

Forrester Consulting (commissioned by Adobe) · Original study ↗

Methodology

Forrester Consulting study (2018) commissioned by Adobe on experience-driven healthcare organizations; improvement in customer satisfaction metrics relative to non-experience-driven peers, cited verbatim in panel discussion transcript.

Methodology documented

Segmentation

Industrymarketing

Cite this stat

Plain Text

Experience-driven healthcare organizations: 2 customer satisfaction improvement. Source: Forrester Consulting (commissioned by Adobe) (2018). Via Lighthouse Intelligence -- https://lighthousedata.io/data/experience-driven-customer-satisfaction-1-9x

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<blockquote cite="https://lighthousedata.io/data/experience-driven-customer-satisfaction-1-9x" style="border-left:3px solid #2563eb;padding:12px 16px;margin:16px 0;font-family:system-ui,sans-serif;background:#f0f4ff;"><strong>2</strong> -- customer satisfaction improvement for Experience-driven healthcare organizations<br><small>Source: Forrester Consulting (commissioned by Adobe) (2018) · <a href="https://lighthousedata.io/data/experience-driven-customer-satisfaction-1-9x" target="_blank" rel="noopener">Lighthouse Intelligence</a></small></blockquote>

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