LinkedIn June 21, 2020
In observing the trends of the past decade, Black Book Research examined the longitudinal relationship between market share and customer satisfaction as the marketplace has proven (contrary to popular thought) market share has no impact on future customer satisfaction, and both the two variables are actually negatively correlated.
According to Black Book’s survey results throughout the last decade, customer satisfaction and increased market share are convincingly negatively correlated – as market share increases, overall customer satisfaction decreases and vice versa.
The race for health system IT clients has been gained by advanced market share at the cost of lower user level satisfaction. Among the largest market share owners in Q1 2020, a decline has been noted in client experiences...
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