The latest online survey on the quality of the Helsana website makes it clear: The vast majority of people feel comfortable using the website, which was redesigned in 2014. Even so, there is still room for improvement.
A few months after the redesign of the website, Helsana again offered its customers the chance to express their views and suggestions for improvement in the form of a survey. Almost 1,300 people between the ages of 25 and 60 took part in it.
A very positive overall picture emerges. Approximately 70% of users found an answer to their query straight away, which made a call to customer service unnecessary. 80% of participants rated the website as good. They also thought that the website contributes to the positive image of Helsana. 84% of those surveyed described Helsana's website as visually appealing.
However, the latest survey also highlights the potential for improvement. For example, the layout of the website could be improved by simplifying the content. More forms and texts for English-speaking customers should also be made available. The myHelsana customer portal and premium calculator should also be enhanced with useful additional functions. The suggestions expressed in the survey will influence the further development of the website.
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