Five9 finds 44% of patients delay care, give up or switch providers over service friction
FIVN•Five9 research found 44% of consumers delayed care, abandoned healthcare requests or switched providers over customer-service difficulties in the past 12 months.
1. Survey findings
Five9’s survey of 1,000 U.S. consumers aged 18 or older in September 2026 found 44% had delayed care, abandoned healthcare requests or switched providers because of customer-service difficulties. While 85% expect agents to access previous interactions or relevant history, 53% still repeat information their provider should already know.
