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U.S. Telehealth Satisfaction Study

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The J.D. Power U.S. Telehealth Satisfaction StudySM analyzes patient satisfaction with their Telehealth experience and the impact it has on loyalty and advocacy. In total, 301 direct to consumer providers, health insurers and health systems will be publicly ranked, with a J.D. Power award presented to the organization that ranks highest in-patient satisfaction within each segment.

The study provides critical benchmarking information and identifies the dominant factors that drive patient satisfaction. In addition to measuring patient perceptions of their providers ability to meet their expectations, the study also provides a series of measurable and actionable Key Performance Indicators for satisfying patients.

J.D. Power will be creating the first ever Telehealth Satisfaction Index Model, quantifying 15 performance metrics and the relative weight each metric has on Overall Satisfaction, Advocacy and Loyalty. Net Promoter Score® benchmarking will also be provided as part of the study deliverables.

An oversample of Telehealth Non-Users will also be collected as part of this study, seeking to quantify awareness, define why patients are not using Telehealth, and understand what would increase their likelihood to use Telehealth in the future.

Characteristics of Patients Surveyed

This study empowers you with insights about patients based on characteristics such as:

  • Demographics
    • Gender
    • Age
    • Income
    • Ethnicity
    • Education
    • Marital Status
    • Employment Status
    • Location
      (including Zip Code)
    • Overall Health
    • Health Conditions
    • Wireless Service Provider
    • Mobile Device
    • Mobile Operating Systems
    • Health Insurance Provider (including Medicare and Medicaid)
    • Primary Health Plan or System

stat-1 9.6%
have tried Telehealth as an alternative to doctor's office, urgent care, or emergency room visit in the past 12 months.

stat-2 64.4%
of consumers that are more likely to use Telehealth if the cost was less than their copay for a doctor's office visit.

Patient Experiences Explored:

This study provides actionable information and intelligence about patients' experiences with:

  • Enrollment and creating an account
  • Consultation
  • Billing and Payment
  • Patients' Service (including Phone, Online, and Mobile Application interactions)

Topics Addressed In Survey Questions

Informed by deep industry expertise, J.D. Power distills, analyzes, and translates data into actionable insights. To help your organization drive results, patients surveyed in this study will answer questions about key topics such as:

  • Awareness of telehealth providers
  • Telehealth usage and most important factors for usage
  • Selection and ease of choosing a service
  • Ease of enrollment
  • Timing (e.g., enrollment,initiating a visit, and actual encounter)
  • Variety of providers available
  • Convenience
  • Problem resolution
  • Reason for the visit
  • Quality of the diagnosis
  • Follow-up and whether information provided could be added to patient Electronic Medical Records (EMR)
  • Demographic information
  • Willingness to use the service again and recommend service
  • (Anticipated) Center for Medicare & Medicaid Services (CMS) Telehealth Consumer Assessment of Healthcare Providers and Systems (CAHPS) metrics and benchmarks

Business Questions

This study will answer the following questions.

  • What organization(s) is providing best in class service to their patients?
  • What is important to Telehealth users relative to their overall satisfaction, advocacy and loyalty?
  • What are the behaviors that drive overall satisfaction, advocacy and loyalty?
  • What are the Telehealth perceptions and needs of patients?
  • How do Telehealth experiences compare on key metrics?
  • What do Telehealth providers need to do to exceed patient expectations?
  • How can providers better utilize Telehealth services to improve competitive performance across the different segments being measured?

Subscription Deliverables

The following subscription deliverables will empower you to make informed business decisions.

  • Comprehensive industry benchmarks to be provided for three segments including Direct-to-Consumer, Payer-Owned, and Health System-Owned
  • Customized executive presentation highlighting prioritized recommendations based on competitive benchmarks from the study. This presentation is a deep dive into the performance of all ranked brands.
  • Executive briefing document highlighting key trends and insights across the industry
  • Key Performance Indicator (KPI) analysis benchmarking the Subscriber’s performance compared with the industry across key drivers of satisfaction metrics
  • The complete study data file to include all competitive benchmarking data (SPSS format)
  • Access to the J.D. Power Voice of the Experience (VoX) reporting platform which includes analytical tools such as cross tabulations, ability to filter for demographic variables, and comparisons against the Subscriber’s competive set.
  • Loyalty and advocacy metrics: Certified Net Promotor Score (NPS)® by J.D. Power
    • J.D. Power has partnered with Bain to provide an independent and objective Bain-certified NPS methodology. Learn more at
  • Telehealth Non-User Segment Deep Dive
    • Why are patients not using telehealth?
    • What are the services providers need to offer to increase usage?
  • J.D. Power Verified Verbatims and Five Star Rating
    • This optional deliverable would include a Five Star Rating and verbatim response that can be used on organization websites.
Verified Customer Testimonials

Check out these Verified Testimonials and see what real customers are saying about their experience with us.

Learn More about the J.D. Power Voice of the Customer program.

JDP Sidebar

What are consumers saying about Telehealth?

"It's hard enough to get a doctor to listen to you when you're sitting in front of them. I'm sure they would be even more distracted online."

"Massive privacy issues, I am unclear as to proof of providers' qualifications."

"I live in a rural area with very slow internet. Any type of streaming video service is not functional with our internet speed."

What are consumers saying about Telehealth?

"It could be more prone to error without seeing a patient in person."

"Telehealth is an important way to provide services in rural and underserved areas."

"I love it. There is no wait time or need to be in a waiting room with a bunch of sick people."

J.D. Power will help your organization harness information to drive performance, improve products, and strengthen your business.