Pega Consumer Report

© 2018 Pegasystems Inc. CONFIDENTIAL
Pega Consumer Report
February 2019

Methodology
This research was conducted by Censuswide on
behalf of Pegasystems. Data was collected online
between 12.21.2018 - 01.02.2019 among the total
sample of 2,018 US consumers aged 18+.
Note: The research conducted adheres to the MRS
Codes of Conduct and ICC/ESOMAR World Research
Guidelines. Censuswide is registered with the
Information Commissioner's Office and is fully
compliant with GDPR (2018).
© 2019 Pegasystems. Used with permission from Pegasystems.Pega Consumer Report

Question One
Q1. To what extent do you agree or disagree with the following statements?
67%
80%
46%
50%
71%
58% 60%
55%
78%
42%
10%
5%
18% 17%
7%
11% 12%
21%
7%
19%
I am more likely to focus on
my health and well-being
when I feel financially stable
I have easy access to healthy
food in my community
My family and friends (social
circle) help me make better
choices about my health
I find my doctor to be readily
available to me (online portal,
hotline, open appointments)
My doctor is always fully
informed of my medical
history
I am open to giving my doctor
access to my mobile health
application data
I am open to giving my doctor
real-time access to my digital
health information via
connected devices and apps
to improve my health
outcomes
I am open to virtual
appointments with my doctor
via webcam/Skype/Facetime
for appointments that might
not require an in-person visit
I would switch doctors due to
poor communication or
engagement
I am comfortable with my
doctor using artificial
intelligence to make better
decisions about my care
Overall Agree (top2) Overall Disagree (bottom2)
More than a fifth of US consumers are not open to virtual appointments with their doctor via
webcam/skype/facetime for appointments that might not require an in-person visit.

28%
39%
22%
7%
3%
1%
Strongly agree Agree
I am more likely to focus on my
health and well-being when I feel
financially stable
Two thirds (67%) of US consumers
agree with this, and more than a quarter
(28%) ‘strongly’ agree with this.
Question One

35%
45%
14%
4%
1% 1%
I have easy access to healthy food in
my community
4 in 5 (80%) US consumers agree with
this, and 2 in 5 (40%) ‘strongly’ agree
with this.
Question One

11%
35%
34%
13%
5%
2%
My family and friends (social circle)
help me make better choices about
my health
Almost half (46%) of US consumers
agree that their family and friends
(social circle) help them make better
choices about their health , with 1 in 9
(11%) ‘strongly’ agreeing with this.
Question One

16%
34%
28%
13%
4%
6%
I find my doctor to be readily
available to me (online portal, hotline,
open appointments)
Half (50%) of US consumers agree that
they find their doctor to be readily
available to them (online portal, hotline,
open appointments), with 16% saying
they ‘strongly’ agree with this.
Question One

28%
43%
18%
6%
2%
4%
My doctor is always fully informed of
my medical history
7 in 10 (71%) US consumers say that
their doctor is always fully informed of
their medical history, with almost 3 in 10
(28%) saying they ‘strongly’ agree.
Question One

20%
38%
25%
7%
4%
7%
I am open to giving my doctor access
to my mobile health application data
58% of US consumers agree that they
are open to giving their doctor access to
their mobile health application data, with
a fifth (20%) saying that they ‘strongly’
agree with this.
Question One

22%
39%
24%
7%
4%
4%
I am open to giving my doctor real-
time access to my digital health
information via connected devices
and apps to improve my health
outcomes
3 in 5 (60%) US consumers are open to
giving their doctor real-time access to
their digital health information via
connected devices and apps to improve
their health outcomes, with over a fifth
(22%) ‘strongly’ agreeing with this.
Question One

19%
36%
22%
13%
8%
3%
I am open to virtual appointments
with my doctor via
webcam/Skype/Facetime for
appointments that might not require
an in-person visit
55% of US consumers agree that they
are open to virtual appointments with
their doctor via
webcam/Skype/Facetime for
appointments that might not require an
in-person visit, with just under a fifth
(19%) saying they ‘strongly’ agree with
this.
Question One

36%
42%
14%
4%
3%
2%
I would switch doctors due to poor
communication or engagement
More than three quarters (78%) of US
consumers agree that they would switch
doctors due to poor communication or
engagement, with just over a third
(36%) saying they ‘strongly’ agree with
this.
Question One

11%
31%
35%
11%
8%
4%
I am comfortable with my doctor
using artificial intelligence to make
better decisions about my care
Just over 2 in 5 (42%) US consumers
are comfortable with their doctor using
artificial intelligence to make better
decisions about their care, with 1 in 9
(11%) saying they strongly agree with
this.
Question One

Question Two
57%
37% 37%
69%
31%
42%
39%
29% 26%
31%
12%
19%
29%
7%
23% 25%
22%
34%
38%
33%
Financial incentives and
rewards encourage me
to make healthy choices
I find wellness programs
(step counting, gym
memberships, etc.) from
my health insurance
company useful and
tailored to my needs
I am open to giving my
health insurance
company real-time
access to my digital
health information via
connected devices and
apps in order to improve
my health outcomes
I would/currently use free
nurse advice and support
(from either my doctor or
health insurer) to help
me with my health
condition
My doctor and my health
insurance company are
in sync and closely
connected
I find my health
insurance bills easy to
understand
My health insurer is able
to tell me how much Ill
owe before I get a
procedure and/or
appointment
health insurance
company using artificial
intelligence (AI) to make
better decisions about
my care
health insurance
intelligence (AI) to make
decisions for medical
treatment authorization
health insurance
intelligence (AI)-
supported chatbots to
answer my questions
online?
US consumers are most likely to agree that they would or currently use free nurse advice and support to
help with their health condition.

Question Two
18%
39%
26%
9%
4%
5%
“Financial incentives and rewards
encourage me to make healthy
choices”
57% of US consumers agree with this,
and almost a fifth (18%) say they
‘strongly’ agree with this.

Question Two
10%
27%
32%
13%
6%
12%
I find wellness programs (step
counting, gym memberships, etc.)
from my health insurance company
useful and tailored to my needs
and 1 in 10 (10%) say they ‘strongly’
agree with this.

Question Two
10%
27%
28%
17%
11%
6%
I am open to giving my health
insurance company real-time access
to my digital health information via
connected devices and apps in order
to improve my health outcomes
and 1 in 10 (10%) say they ‘strongly’
agree with this.

Question Two
19%
50%
21%
5%
3%
3%
I would/currently use free nurse
advice and support (from either my
doctor or health insurer) to help me
with my health condition
More than two thirds (69%) of US
consumers agree with this, and 1 in 10
(10%) say they ‘strongly’ agree with this.

Question Two
8%
23%
39%
16%
7%
8%
My doctor and my health insurance
company are in sync and closely
connected
Almost a third (31%) of US consumers
agree with this, and 1 in 12 (8%)
‘strongly’ agree with this.

Question Two
10%
32%
25%
19%
7%
7%
I find my health insurance bills easy
to understand
More than 2 in 5 (42%) US consumers
agree with this, with 1 in 10 (10%)
‘strongly’ agreeing with this.

Question Two
10%
29%
31%
15%
7%
8%
My health insurer is able to tell me
how much I’ll owe before I get a
procedure and/or appointment
Almost 2 in 5 (39%) US consumers

Question Two
7%
22%
32%
21%
14%
5%
I am comfortable with my health
insurance company using artificial
intelligence (AI) to make better
decisions about my care
Almost 3 in 10 (29%) US consumers

Question Two
7%
19%
30%
21%
17%
5%
intelligence (AI) to make decisions
for medical treatment authorization
More than a quarter (26%) of US
consumers agree with this, and 1 in 14
(7%) ‘strongly’ agree with this.

Question Two
7%
24%
30%
21%
13%
6%
intelligence (AI)-supported chatbots
to answer my questions online
Almost a third (31%) of US consumers
agree with this and 1 in 14 (7%)
‘strongly’

Question Three
Q3. I track my eating habits and exercise on mobile applications
33%
67%
Yes No
More than two thirds of US consumers track
their eating habits and exercise on mobile
applications.

Question Four A
Q4a. Aside from in person appointments/procedures, how do you like to interact
with the following health organizations? (Select all that apply)
38%
24%
41%
30%
26%
15% 14%
23%
11% 10%
71%
46%
54%
39%
36%
27%
19%
28%
18%
15%
1% 1% 1% 1% 1%
17%
9% 9%
14% 13%
3% 2% 2% 2% 1%
5% 4% 5% 4% 3%
7% 5%
7% 7% 5%
Doctor's office Local Hospital Primary Health Insurer Pharmacy Benefit
Manager/Prescription Mail Order
pharmacy
Pharmaceutical/Drug company
Email Mail Phone Web/online portal Fax Text Messaging app (Facebook, WhatsApp, etc.) Chat Mobile App
Options hidden: ‘N/A I have no relationship with this health organization’, ‘No preference’ and
‘Other’
Email is the second most popular way that US consumers like to interact with all healthcare organizations,
and fax is the least popular method.

Doctor’s Office
The top three ways that
US consumers like to
interact with their
doctor’s office are;
phone (71%), email
(38%) and web/online
portal (27%).
38%
15%
71%
27%
1%
17%
3%
5%
7%
2%
5%
Email
Mail
Phone
Web/online portal
Fax
Text
Messaging app (Facebook,
WhatsApp, etc.)
Chat
Mobile App
Question Four A

Local Hospital
interact with their local
hospital are; phone
(46%), email (24%)
and web/online portal
(19%).
24%
14%
46%
19%
1%
9%
2%
4%
5%
2%
10%
0%
Email
Mail
Phone
Web/online portal
Fax
Text
WhatsApp, etc.)
Chat
Mobile App
Question Four A

Primary Health
Insurer
interact with their
primary health insurer
are; phone (54%),
email (41%) and
web/online portal
(28%).
41%
23%
54%
28%
1%
9%
2%
5%
7%
1%
6%
Email
Mail
Phone
Web/online portal
Fax
Text
WhatsApp, etc.)
Chat
Mobile App
Question Four A

Pharmacy Benefit
Manager/Prescription
Mail Order pharmacy
interact with their
phone (39%), email
portal (18%).
30%
11%
39%
18%1%
14%
2%
4%
7%
1%
6%
27%
Email
Mail
Phone
Web/online portal
Fax
Text
WhatsApp, etc.)
Chat
Mobile App
Question Four A

Pharmaceutical/Drug
company
interact with their
phone (36%), email
portal (15%).
26%
10%
36%
15%
1%
13%
1%3%
5%
1%
8%
30%
Email
Mail
Phone
Web/online portal
Fax
Text
WhatsApp, etc.)
Chat
Mobile App
Question Four A

Question Four B
Q4b. Aside from in person appointments/procedures, how do you MOST like to
interact with the following health organizations? (Select one)
12% 12%
19%
22%
19%
1%
5%
8%
5% 5%
62%
53%
45%
38% 39%
11% 12%
15% 14% 12%
0% 0% 0% 0% 0%
4% 3% 3%
6% 6%
0% 0% 0% 0% 1%1% 1% 1% 1% 1%2% 2% 2% 3% 3%
pharmacy
Email Mail Phone Web/online portal Fax Text Messaging app (Facebook, WhatsApp, etc.) Chat Mobile App
Options hidden: ‘N/A I have no relationship with this health organization’, ‘No preference’ and
For all health organizations, US consumers most like to interact by phone.

Doctor’s Office
The phone is the way
US consumers most
likely to interact with
their doctor’s office
(62%).
12%
1%
62%
11%
0%
4%
0%
1% 2% 1%
5%
Email
Mail
Phone
Web/online portal
Fax
Text
WhatsApp, etc.)
Chat
Mobile App
Question Four B

Local Hospital
US consumers most
their local hospital
(53%).
12%
5%
53%
12%
0%
3%
0%
1%
2% 2%
10%Email
Mail
Phone
Web/online portal
Fax
Text
WhatsApp, etc.)
Chat
Mobile App
Question Four B

Primary Health
Insurer
US consumers most
their primary health
insurer (45%).
19%
8%
45%
15%
0%
3%
0%
1%
2%
1%
7%
Email
Mail
Phone
Web/online portal
Fax
Text
WhatsApp, etc.)
Chat
Mobile App
Question Four B

Pharmacy Benefit
Manager/Prescription Mail
Order pharmacy
The phone is the way US
consumers most likely to
interact with a pharmacy
benefit manager/prescription
mail order pharmacy (38%).
22%
5%
38%
14%
0%
6%
0% 1%
3%
1%
11%
Email
Mail
Phone
Web/online portal
Fax
Text
WhatsApp, etc.)
Chat
Mobile App
Question Four B

Pharmaceutical/Drug
company
The phone is the way US
consumers most likely to
interact with a
pharmaceutical/drug
company (39%).
19%
5%
39%
12%
0%
6%
1%
1%
3%
1%
14%Email
Mail
Phone
Web/online portal
Fax
Text
WhatsApp, etc.)
Chat
Mobile App
Question Four B

Question Five
Q5. Do you want more or less communication from the following health
organizations?
27%
12%
19%
12% 10%
66% 65% 67%
62%
59%
2%
6% 5% 6%
9%
5%
17%
8%
21% 22%
pharmacy
More Same Less N/A
US consumers are most likely to want more communication from their primary health insurer, and most
likely to want less communication from their doctor’s office.

Doctor’s Office
Most commonly, US
consumers want the same
amount of communication
from their doctor’s office
(66%), however over a quarter
(27%) want more
communication from them.
27%
66%
2%
5%
More Same Less N/A
Question Five
organizations?

Local Hospital
Most commonly, US
from their local hospital (65%),
however 1 in 8 (12%) want
more communication from
them.
12%
65%
6%
17%
More Same Less N/A
Question Five
organizations?

Primary Health Insurer
Most commonly, US
from their primary health
insurer (67%), however almost
a fifth (19%) want more
19%
67%
5%
8%
More Same Less N/A
Question Five
organizations?

Pharmacy Benefit
Order pharmacy
Most commonly, US
from a pharmacy benefit
manager/prescription mail
order pharmacy (62%),
however 1 in 8 (12%) want
more communication from
them.
12%
62%
6%
21%
More Same Less N/A
Question Five
organizations?

Pharmaceutical/Drug
company
Most commonly, US
from a pharmaceutical/drug
company (59%), however 1 in
10 (10%) want more
communication from them,
and 1 in 11 (9%) want less
10%
59%
9%
22%
More Same Less N/A
Question Five
organizations?

Question Six
Q6. How valued do communications from the following organizations make you
feel?
73%
48%
54%
39%
35%
4% 6% 8% 6%
10%
Mail Order pharmacy
Pharmaceutical/Drug
company
Overall Valued (top2) Overall Not Valued (bottom2)
US consumers are most likely to feel valued by their doctor’s office, and least likely to feel valued by a
pharmaceutical/drug company.

Doctor’s Office
Almost three quarters (73%)
of US consumers feel valued
by their doctor’s office, and 1
in 9 (11%) feel ‘highly’ valued.
35%
37%
19%
3%
2%
4%
Highly valued Somewhat Valued Neither valued or not valued
Somewhat not valued Not valued at all N/A
Question Six
feel?

Local Hospital
Almost half (48%) of US
consumers feel valued by their
local hospital, and almost a
fifth (18%) feel ‘highly’ valued.
18%
30%
32%
3%
3%
14%
Question Six
feel?

More than half (54%) of US
primary health insurer, and a
fifth (20%) feel ‘highly’ valued.
20%
34%
32%
4%
4%
6%
Question Six
feel?

Pharmacy Benefit
Order pharmacy
Almost 2 in 5 (39%) of US
consumers feel valued by
these, and 1 in 8 (12%) feel
‘highly’ valued.
12%
27%
34%
3%
3%
21%
Question Six
feel?

Pharmaceutical/Drug
company
More than a third (35%) of US
primary health insurer, and 1
in 9 (11%) feel ‘highly’ valued.
11%
24%
35%
5%
5%
20%
Question Six
feel?

Question Seven
Q7. To what extent do you agree or disagree that the way these organizations
communicate motivate you to engage more with the organization?
57%
36%
41%
29%
26%
7% 9% 11% 10% 12%
Mail Order pharmacy
Pharmaceutical/Drug
company
US consumers are most likely to agree that the way their doctor’s office communicates with them, motivates
them to engage more with the organization.

Doctor’s Office
Almost 3 in 5 (57%) US
consumers agree that the way
their doctor’s office
communicates with them
motivates them to engage
more with the organization,
with almost a fifth (19%)
19%
38%
32%
5%
2%
5%
Strongly agree Agree Neither agree nor disagree Disagree Strongly disagree N/A
Question Seven

Local Hospital
More than a third (36%) of US
their local hospital
with 1 in 10 (10%) ‘strongly’
agreeing with this.
10%
26%
41%
7%
3%
14%
Question Seven

More than 2 in 5 (41%) US
their primary health insurer
agreeing with this.
11%
30%
41%
8%
3%
7%
Question Seven

Pharmacy Benefit
Order pharmacy
their primary health insurer
agreeing with this.
8%
22%
42%
7%
2%
19%
Question Seven

Pharmaceutical/Drug
company
More than a quarter (26%) of
US consumers agree that the
way a pharmaceutical/drug
company
agreeing with this.
7%
19%
43%
9%
4%
19%
Question Seven

Question Eight
Q8. To what extent do you agree or disagree that the communications by these
organizations make you want to do more to improve your health?
65%
40%
45%
27%
24%
6%
9% 11% 12%
15%
Mail Order pharmacy
Pharmaceutical/Drug
company
US consumers are most likely to agree that communications by their doctor’s office would make them want
to do more to improve their health.

Doctor’s Office
65% of US consumers agree
that communications by their
doctor’s office makes them
want to do more to improve
their health, with almost a
quarter (24%) ‘strongly’
agreeing with this.
24%
41%
25%
4%
2%
4%
Question Eight

Local Hospital
2 in 5 (40%) US consumers
agree that communications by
their local hospital makes
them want to do more to
improve their health, with 1 in
9 (11%) ‘strongly’ agreeing
with this.
11%
28%
38%
7%
3%
13%
Question Eight

More than 2 in 5 (45%) US
consumers agree that
communications by a primary
health insurer makes them
want to do more to improve
their health, with 1 in 9 (11%)
11%
33%
39%
7%
3%
6%
Question Eight

Pharmacy Benefit
Order pharmacy
US consumers agree that
communications by these
makes them want to do more
to improve their health, with 1
in 14 (7%) ‘strongly’ agreeing
with this.
7%
20%
43%
8%
3%
19%
Question Eight

Pharmaceutical/Drug
company
Almost a quarter (24%) of US
consumers agree that
communications by these
makes them want to do more
to improve their health, with 1
in 14 (7%) ‘strongly’ agreeing
with this.
7%
17%
44%
10%
5%
17%
Question Eight

Question Nine
Q9. To what extent do you agree or disagree that you receive inconsistent information (i.e. wellness program
information that is not personalized or that might provide conflicting guidance for multiple chronic conditions) from
any of the following healthcare organizations?
26%
22%
28%
21%
23%
39%
27% 28%
22% 21%
Mail Order pharmacy
Pharmaceutical/Drug
company
US consumers are most likely to agree that they receive inconsistent information from their primary health
insurer, and least likely to agree that they receive inconsistent information from their pharmacy benefit
manager/prescription mail order pharmacy.

Doctor’s Office
US consumers agree that they
receive inconsistent
information from their doctor’s
office, and 1 in 12 (8%)
strongly agree with this.
8%
18%
28%
27%
12%
8%
Question Nine

Local Hospital
Over a fifth (22%) of US
consumers agree that they
information from their local
hospital, and 7% ‘strongly’
agree with this.
7%
15%
33%
21%
7%
17%
Question Nine

information from these, and 1
in 12 (8%) ‘strongly’ agree that
they do.
8%
20%
34%
22%
7%
10%
Question Nine

Pharmacy Benefit
Order pharmacy
Just over a fifth (21%) of US
in 16 (6%) ‘strongly’ agree that
they do.
6%
15%
34%17%
5%
23%
Question Nine

Pharmaceutical/Drug
company
Almost a quarter (23%) of US
in 14 (7%) ‘strongly’ agree
with this.
7%
16%
33%
16%
5%
23%
Question Nine

Question Ten
Q10. What level of trust/confidence do you have in the following healthcare organizations?
78%
63%
52%
38%
33%
6%
9%
16% 13%
25%
Mail Order pharmacy
Pharmaceutical/Drug
company
Overall Confident (top2) Overall Not Confident (bottom2)
US Consumers have the most trust/confidence in the doctor’s office and the least trust/confidence in
pharmaceutical/drug companies.

Question Ten
Doctor’s Office
More than three quarters
(78%) of US consumers are
confident/trust their doctor’s
office, and just over a third
(36%) are ‘extremely’
confident in this.
36%
42%
14%
4%
2%
2%
Extremely confident Somewhat confident Neutral Somewhat unconfident Extremely unconfident N/A

Question Ten
Local Hospital
Almost two thirds (63%) of US
consumers are confident/trust
their local hospital, and just
over a fifth (22%) are
‘extremely’ confident in it.
22%
41%
22%
6%
3%
6%
Extremely confident Somewhat confident Neutral
Somewhat unconfident Extremely unconfident N/A

Question Ten
Over half (52%) of US
consumers are confident in
primary health insurers, and
14% are extremely confident
in these.
14%
37%28%
10%
6%
4%

Question Ten
Pharmacy Benefit
Order pharmacy
38% of US consumers are
confident in these with 1 in 9
(11%) saying they are
‘extremely’ confident.
11%
27%
31%
10%
4%
17%

Question Ten
Pharmaceutical/Drug
company
A third (33%) of US
consumers are confident in
these with 1 in 11 (9%) saying
they are ‘extremely’ confident.
9%
24%
30%
15%
9%
12%

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