April 25, 2024

Companies Offer Workers More Incentives for Health Changes

Employers are increasingly looking to lower their health care costs by using incentives like cash rewards to persuade workers to make better lifestyle choices, according to survey findings released Monday.

But the survey, by Aon Hewitt, a human resources consulting firm, also found that employers aren’t always so benevolent — a growing number are also penalizing workers who do not make healthy changes, such as quitting smoking or losing weight.

The survey, of 800 large and midsize employers in the United States found that 83 percent use some kind of carrot or stick to try to nudge employees to improve their health. Of those, 79 percent offer rewards, while 5 percent imposed penalties. Sixteen percent used a mix of both.

Employers have long encouraged their workers to participate in health and wellness programs, but increasingly they are linking the incentives to measurable results, the survey found.

While a little more than half, 56 percent, of the companies using incentives required employees to sign up for programs like health coaching, 24 percent tied their incentives to progress on such measures as a person’s blood pressure or body mass index. And the survey found that more than two-thirds of companies said they were considering taking similar measures in the future.

Programs that seek to impose consequences on workers by charging them higher premiums or requiring them to pay a surcharge have come under criticism by some benefits specialists and health experts, who have argued that the policies are invasive and can punish people for health problems that not are always easy to fix.

CVS Caremark, the large pharmacy and drug-benefit provider, recently said it would require its employees to report their weight, blood sugar and cholesterol or be forced to pay an annual penalty of $600. It also will require that smokers try to quit.

Several other major employers, including Home Depot, PepsiCo and Wal-Mart, have also adopted such policies.

A separate Aon Hewitt survey offered some evidence that incentive programs can change behaviors. That survey, of workers who had taken a questionnaire and then received suggestions for improving their health, found that nearly two-thirds made at least one positive change. The employee survey was conducted in partnership with the National Business Group on Health and the Futures Company, a consulting firm.

Article source: http://www.nytimes.com/2013/03/26/business/companies-offer-workers-more-incentives-for-health-changes.html?partner=rss&emc=rss

Bucks: Consumers Want Fast, Friendly Service

While more than a third of consumers report having had a bad experience with a service provider, and the vast majority of them took time to complain about it, a recent survey finds.

The consulting firm Accenture surveyed 1,000 consumers about in-home service calls, and found that while most people still pick up the phone to complain to the company, they increasingly go to online sites like Facebook and Angie’s List. Twenty percent of consumers under age 35 said they expressed their views online, compared with about half that for those age 35 to 44.

Consumers are also willing to go to another provider because of bad service: 63 percent of complainers, or 23 percent of the total, said they switched to a different company, and 77 percent of complainers (28 percent of the total) looked to use other service providers more often.

The survey findings also suggest that consumers judge companies like cable and satellite providers, appliance installation and repair firms, home improvement contractors and utilities not only on the range of services they provide, but also on  how well they perform them — and on how promptly they fix things when something goes wrong.

In other words, customers want their cable company to deliver high-speed Internet connections. But they may care even more that the cable guy can fix that broken modem on the first try. Younger consumers, in particular, have higher expectations for friendly, knowledgeable customer service.

Based on the survey, Accenture offers this consumer-friendly advice to companies: Invest in training your service representatives, and outsource with care. And rather than focusing on managing the company’s reputation in online forums, companies should invest in providing better service overall. “Social media can be an asset or a liability,” the survey analysis says. The answer, the analysis went on, “rests very much in how well the company provides service in the first place.”

Have you had a particularly bad experience with in-home services? How did you complain? And did you switch companies as a result?

Article source: http://feeds.nytimes.com/click.phdo?i=1892b5c1247a01c56901b4c2b1519982