Customer Effort Analysis: HealthCare.gov Still Needs Improvement
As featured in Becker's Hospital Review
December 31, 2013
Becker's Hospital Review featured an article based off of the Customer Effort Score analysis of HealthCare.gov performed Dave Nash and Carolyn Sarb. The article, Customer Effort Analysis: HealthCare.gov Still Needs Improvement, features Dave and Carolyn’s assessment of the site and highlights important areas for improvement. Check out the blog post they co-wrote on the topic as well.