Service Delivery Expectations in the Post-COVID Era: Understanding the Evolving Needs of Customers, Patients and Students

service delivery

The last few years brought about a lot of changes, and this forced us to adapt, innovate and develop better ways of doing things.

Service-based organises are especially aware of this.

However, it’s not just for organisations. Customers’ expectations have also evolved as we settle into the new norm.

You’re probably noticing your own preferences and behaviours changing too. For example:

  • Do you prefer online shopping now?
  • Do you book appointments beforehand via online portals?
  • If something can be done remotely, do you take that option?
  • Do you get frustrated when you find queues you need to wait in?

These are all signs that your needs as a customer is changing – and you’re not the only one. This is happening across all industries: businesses, healthcare providers and educational institutions are all seeing their customers’, patients’ and students’ behaviours all changing.

So, to help service providers succeed in the post-COVID world, let’s explore the changing expectations of people and how you can better serve your customers, patients and students of today.

What does post-COVID service delivery look like?

Here’s what the new norm looks like for service delivery:

  • automated
  • accessible
  • fast
  • efficient
  • and generally, better than before

People today are looking for organisations that have adapted to these factors.

Amongst these changes are online appointments and online booking systems, digital queueing options, mobile kiosks and more. The expectations of customers have evolved in the past couple of years and the organisations that thrive are those that adapt to these.

Let’s break down these evolving demands per industry:

  1. business customers
  2. healthcare patients
  3. education students
1. Business customer expectations in the post-COVID era

Every Australian, at some point, becomes a customer.

This is why expectations for customer service are among those that were greatly affected by the changes brought upon by the pandemic. These customers are now paying to get the bespoke services that they want, and they want it done effectively in the least possible time.

Regardless of the nature of the service you provide, people now think that the faster, more effective and more convenient you deliver a service, the better you are as the right choice for them.

So, to meet that expectation involves innovating using technology like:

  • eCommerce
  • automated kiosks
  • online booking options
  • digital queues
  • and more

At the heart of every thriving business is the ability to integrate the latest tech with human-centric service to make every experience better for today’s customers.

2. Healthcare patient expectations in the post-COVID era

With COVID-19 being a health issue, the healthcare industry is the one that had to evolve the most (and the fastest) to address the needs of its patients.

As such, in the post-COVID norm, patients are expecting top-quality healthcare that will:

  • ease their anxiety
  • address their health concerns fast
  • provide them with convenient and accessible options

That’s why patients today expect minimal wait times, fewer queues and remote consultations where possible.

COVID caused people to be more aware of issues surrounding their health. So, as healthcare providers, seeing patients as people who are looking for a holistic experience during every visit will help you keep up with the demands of your patients.

We recently sat down with a patient and asked about her real-life experience with healthcare as well as her expectations with service delivery. We learned that more convenient solutions, fast healthcare delivery and a humanised approach all contribute to a worthwhile experience.

For more, read: Today’s Patient Journey: Angela’s patient experience and how healthcare providers can improve the whole patient journey

3. Student expectations in the post-COVID era

When it comes to the education sector, students have unique needs as well.

The pandemic saw the rise (and necessity) of remote learning options as well as online registration and enrolment procedures. All these and more are expected to be prevalent options as we transition to a new norm.

With several choices and competing campuses around, students are now hunting for educational institutions that will help them grow holistically and provide a rewarding learning experience.

However, the journey starts even before the students get into the classroom. Students are expecting digital options, online processes and remote exams and more.

We also sat down with a student and asked about his actual university registration experience and his expectations for the delivery of this service.

For more, check out: Today’s Student Journey: Chris’ university experience and how school administrators can improve the whole student journey

Is your organisation keeping up with the needs of your customers, patients or students?

As the needs of people evolve, so should the experience service organisations offer.

It’s now necessary to keep innovating your service delivery by asking yourself questions like:

  1. Are you keeping up with the demands of your customers and industry?
  2. Are you adapting to the changing environment?
  3. Are you adopting new technology within your organisation?

By answering these questions, you’re taking the first step toward delivering a more holistic and modern approach to service delivery – one that will make your customers satisfied, your team fulfilled and your organisation successful.

Are you ready to improve your service delivery in the new norm?

At NEXA, we understand the importance that your organisation places on providing the best possible service and experience for every customer, patient or student – every single day.

That’s why we’re here to help.

NEXA is an Australian company that delivers innovative digital solutions to empower businesses, healthcare providers and educational institutions by taking advantage of digital technology. With NEXA, you can support and enable your team, deliver excellent service levels and thrive in today’s evolving landscape.

Do you want to know how you can use innovation and technology to level up your service delivery and thrive in the new norm?

Talk to us today to find out how you can make all your interactions matter.


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