Five9 Research Finds 44% of Patients Have Delayed Care, Given Up, or Switched Providers Because Healthcare Customer Service Was Too Difficult

44% of patients faced care delays or switched providers due to poor service.

What the company is saying

Five9 is highlighting the results of its Care-Completion Gap Report, which quantifies the negative impact of healthcare customer service on patient behavior. The company frames the issue as a significant barrier to care, emphasizing that nearly half of consumers experienced enough frustration to delay or abandon care, or to switch providers in the past 12 months. The announcement positions Five9 as an authority on customer experience challenges in healthcare, referencing its Genius CX Platform but not directly linking the research to its product offerings. The language is factual and avoids promotional claims, focusing on the gravity of the consumer experience gap. No executives are named, and there are no direct calls to action or forward-looking statements. The core narrative is that customer service is a critical pain point in healthcare, supported by a single, striking survey statistic.

What the data suggests

The disclosed figure—44% of consumers delayed care, stopped trying to schedule, or switched providers due to difficult, time-consuming, or frustrating interactions—demonstrates a widespread problem in healthcare customer service. This statistic covers a 12-month period and is based on consumer self-reporting, but the announcement does not provide sample size, methodology, or demographic breakdowns. No financial, operational, or performance data about Five9 itself is included, and there is no evidence presented regarding the impact of these findings on Five9's revenue, customer base, or product adoption. The data supports the claim that customer service is a major barrier to care but does not establish a direct link to Five9’s business outcomes or market position. The disclosure is limited to the headline survey result, with no additional quantitative or qualitative context.

Analysis

The announcement is a factual disclosure of research findings from Five9's Care-Completion Gap Report, with the only quantitative data being that 44% of consumers reported negative experiences with healthcare customer service in the past 12 months. There are no forward-looking statements, projections, or claims about future company performance, product launches, or financial impact. The language is descriptive and does not attempt to inflate the significance of the findings beyond what is supported by the data. No capital outlay, operational initiatives, or timelines for benefit realization are mentioned. The announcement does not attempt to link the research directly to Five9's financials or operational performance, nor does it make aspirational claims about future outcomes. As such, there is no gap between narrative and evidence.

Risk flags

• ●The announcement does not disclose any operational or financial data about Five9, leaving investors without insight into how the research might affect the company's business performance or strategy. This limits the ability to assess near-term or long-term value implications.
• ●The research methodology, sample size, and demographic details are not provided, raising questions about the representativeness and reliability of the 44% figure. Without transparency on how the data was collected, the headline statistic may not fully capture the scope or nuances of the issue.
• ●No direct connection is made between the research findings and Five9's product adoption, customer wins, or competitive positioning, so the commercial relevance of the report remains unproven.

Bottom line

Five9’s release of the Care-Completion Gap Report highlights a major pain point in healthcare customer service, with 44% of consumers reporting significant negative experiences in the past year. While the statistic is striking and underscores a real market problem, the announcement does not provide any operational, financial, or strategic data linking these findings to Five9’s own business. The lack of research methodology details and absence of company-specific outcomes mean the report serves more as thought leadership than as an actionable business update. Investors do not gain new insight into Five9’s financial health, product traction, or growth prospects from this release. The most important takeaway is the scale of the customer service challenge in healthcare, but the practical implications for Five9’s performance remain unclear until further disclosures are made.

Announcement summary

(NASDAQ:FIVN) Five9 released new research through the Five9 Care-Completion Gap Report examining how patients navigate healthcare customer service. The report found that 44% of consumers have delayed care, stopped trying to schedule an appointment or resolve a billing issue, or switched providers in the past 12 months because dealing with a provider was too difficult, time-consuming, or frustrating. The research highlights a significant gap in the healthcare customer service experience. The announcement focuses on the results of the Five9 Care-Completion Gap Report. The company is identified as a provider of the Genius CX Platform. The report covers consumer experiences over the past 12 months. The findings are based on consumer responses regarding their interactions with healthcare providers. The report specifically addresses issues related to scheduling appointments, resolving billing issues, and switching providers. The research underscores the impact of customer service challenges on healthcare outcomes. The announcement does not provide additional financial or operational figures beyond the survey result. No executives or additional companies are named in the announcement. No specific projects, assets, or counterparties are mentioned. No license, permit, or court-case identifiers are disclosed. No material dates, deadlines, or docket numbers are provided beyond the 12-month reference period. The announcement does not mention any forward-looking statements or capital intensity signals.

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