RISE Survey on Member Engagement

Final Report on Consumer Engagement in Healthcare Now Available

Many enterprises have the need to better engage members and patients. Enterprise goals may be straightforward, like collecting HRA data; or, more complex like driving smoking cessation. There are many ways to interact with members, and enterprises often know little about which approaches are most effective.

The RISE Association sponsored a 2016 survey of its membership designed to break new ground by identifying benchmarks for member and patient engagement efforts, and the results are now in.

  • Many groups focused on driving engagement are small. Among responding enterprises, almost half of all teams dedicated to consumer engagement have only 1 to 5 FTE’s and manage a median budget of $3.7MM/year. 12.2% top 20 FTE’s.
  • The largest departments are more than 3x more likely to routinely use consumer marketing techniques, like A/B testing, than the smallest groups, which implies real differences in engagement sophistication and resources.
  • Nearly 90% of respondents reported growing interest from senior leaders, while only half report growing budgets, so there is a need to do more with less.
  • Respondents report that working with clinicians is 6x more effective than texting. This highlights the prevailing wisdom that physicians and care managers are the most effective influencers of decisions; and at the same time, it highlights the immaturity of text as a channel in healthcare communications.

 The results suggest that many healthcare firms are still learning how to engage consumers. The fact that larger teams with more resources are more likely to leverage the capabilities of outside vendors and implement A/B testing suggests an increased risk of smaller firms finding themselves in a “have not” category who lack the insights and budgets required to successfully engage their consumers. 

 To read the full report, click HERE.

 If you have any questions about the report or are interested in learning more about Consumer Engagement Partners, please contact:

 Jack Newsom, ScD                                                                


Consumer Engagement Partners


(781) 454-5827


Categories: Survey, engagement
Tags: member engagement survey

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