How Market Navigator helps healthcare organizations compete—and win—in a consumer-driven era

As healthcare becomes more consumer-centric, provider organizations must start thinking more like retail brands: They need to understand what drives choice, track how they're perceived, and compete for patient loyalty. But clinical excellence isn't enough. Organizations also need to deliver seamless, responsive, and personalized experiences across the consumer journey. That starts with knowing how your brand is performing in the market.

Enter Market Navigator.

Press Ganey's Market Navigator is a purpose-built healthcare intelligence solution that helps health systems understand the "why" behind consumer behavior, benchmark performance, and take strategic action to improve reputation, access, and brand strength.

Why healthcare consumer experience matters

Today's patients are more informed, more selective, and more vocal than ever. According to the latest Press Ganey research, 62% of healthcare consumers always or frequently read online reviews-even about referred providers. Meanwhile, digital and non-digital touchpoints like online appointment scheduling, wait times, and pre- and post-visit communication can make or break a first impression.

Still, many health systems struggle to connect the dots between consumer perception, patient experience (PX), and operational performance. That's where Market Navigator delivers value-by translating consumer insights into actionable strategies that improve growth, differentiation, and loyalty.

What is Market Navigator? And what are the key features of the solution?

Market Navigator is a comprehensive brand intelligence tool designed specifically for healthcare. Quarterly syndicated surveys provide critical brand metrics like true unaided awareness, consideration, and preference at the service-line level, delivered in dashboards that let marketers drill down by demographics to get a clear, highly relevant view of their brand.

With Market Navigator, organizations can:

• Understand brand awareness and perception among prospective patients, segmented by key demographics like age, gender, and geography.
• Leverage data-driven insights to target the right audience and maximize the impact of marketing campaigns.
• Benchmark performance against competitors and uncover opportunities for growth and differentiation.
• Track change over time to measure the effectiveness of targeted, intelligence-driven marketing efforts.

1. Comprehensive benchmarking

Compare your brand performance across multiple domains-including provider reputation, access, and consumer awareness and perception-against a set of primary competitors for the geographic market.

2. PX-to-CX integration

Connect consumer perception with PX and operational metrics. This lets you see how frictions around access, scheduling, or communication are affecting your reputation and patient choice.

3. Dynamic reporting

Access interactive online dashboards refreshed with quarterly data, tailored to your market and strategic goals. Use crosstabs to drill down by region or demographic to pinpoint exactly where your brand is falling short-and where you're coming out ahead.

4. Voice-of-the-consumer insights

Go even further than reviews and ratings. Market Navigator surfaces consumer sentiment like true unaided and aided awareness, affinity, and preference, helping your teams prioritize the improvements to help your brand stand out.

The competitive advantage of market intelligence

Healthcare organizations can no longer afford to guess what patients think. And broad, nation-wide data doesn't provide the full picture. With Market Navigator, you get the market-specific insights needed to make smarter decisions, faster, without the custom research price tag.

By identifying where patient expectations aren't being met-and how those gaps impact brand loyalty -healthcare marketing and strategy leaders can act with confidence, deliver on consumer needs, and strengthen their market position.

Who should use Market Navigator?

Whether you're trying to grow market share, improve digital access and performance, or enhance your consumer experience strategy, Market Navigator offers the data and direction you need.

Market Navigator is built for:

Ready to compete-and win?

Request a demo to see how Market Navigator can help you turn consumer insight into competitive advantage for your healthcare organization.