As COVID-19 vaccination rates grow, more Americans are citing their interest in receiving a vaccine, and many cite satisfaction with process.

1. CONFIDENTIAL AND PROPRIETARY
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is strictly prohibited
Updated: February 19, 2021
Document intended to provide insight based on currently available information for consideration and
not specific advice
COVID-19 Consumer
Healthcare Insights
Survey

2. McKinsey & Company 2
Solving the humanitarian challenge is the top priority. Much remains to be done globally to prepare, respond, and
recover, from protecting populations at risk, to supporting affected patients/families/communities, to deploying the vaccines.
To address this crisis, countries including the United States will need to respond in an evidence-informed manner,
leveraging public health infrastructure and proactive leadership.
This document is meant to help with a narrower goal: provide timely insights on consumers’ reported behaviors,
concerns, and desired support in response to COVID-19. These insights draw upon findings from McKinsey’s
Consumer Surveys from February 812, January 411, 2021, and in 2020, November 20December 6, October 2226,
September 57, July 1114, June 48, May 1518, April 2527, April 1113, March 2729, and March 1617, 2020 on
COVID-19. They represent consumers’ stated perspectives and are not meant to indicate or predict actual future consumer
behavior. In these surveys, we asked consumers about “Coronavirus / COVID-19” due to the colloquial use of “coronavirus”
to refer to COVID-19 among the general public.
In addition, we have developed a broader perspective on implications for businesses across sectors that can be
found here: https://www.mckinsey.com/business-functions/risk/our-insights/covid-19-implications-for-business. This
supplemental material discusses implications for the wider economy, businesses, and employment; and sets out some of
those challenges and how organizations can respond in order to protect their people and navigate through an uncertain
situation.
For all formal guidance, you can find up-to-date information at CDC’s COVID-19 website, with a section specific to
healthcare professionals: https://www.cdc.gov/coronavirus/2019-ncov/healthcare-facilities/index.html
Overview of this document
CURRENT AS OF JANUARY 15, 2021

3. McKinsey & Company 3
More consumers are moving out of the vaccine ‘Cautious’ and
‘Unlikely’ segments
AS OF FEBRUARY 19, 2021
Likelihood to receive COVID-19 vaccine
% of respondents, n = 1,303
98%
Respondents who have not yet received their second dose responded
that they have scheduled or are waiting to schedule their second dose
Source: McKinsey COVID-19 Consumer Survey, 2/19/2021
18 19 16
45 41
23
37 38
43
18
Feb. 19
Dec. 6
100% =
Jan. 15
2,467 2,506 2,332
2
Already vaccinated Unlikely
Interested Cautious
“Interested adopters” – scheduled,
requested, or plan to schedule an
appointment to get vaccinated (+5
percentage points vs Jan.)
43%
“Cautious adopters” – waiting to see
how things play out in the market or
waiting until they feel confident in the
vaccine (-18 percentage points vs Jan.)
23%
“Unlikely adopters” – report they are
unlikely to receive the vaccine,
regardless of timing (-3 percentage
points vs Jan.)
16%
“Already vaccinated” – received at
least 1 dose of a COVID-19 vaccine
(+16 percentage points vs Jan.)
18%
SVAX_COVID. Have you received a COVID-19 vaccine?
QVAX1b. Under which timeframe of COVID-19 vaccine availability would you be most likely to get vaccinated?

4. McKinsey & Company 4
Opportunities exist to increase eligibility awareness and to better deliver
COVID-19 vaccines where consumers feel comfortable receiving them
Awareness of eligibility to
receive a COVID-19 vaccine
% of respondents, n = 2,332
1. Question applicable to respondents indicating they have scheduled or requested an upcoming COVID-19 vaccination appointment. 16% of respondents indicated “I don’t know”; other sites account for remaining locations.
QELIGIBLE. Are you currently eligible to receive a COVID-19 vaccine?
QVAX1BB. Where would you feel comfortable getting a Coronavirus / COVID-19 vaccine? Respondents could select more than one option.
QVAX_WHERE_2. Where do you expect to receive your COVID-19 vaccination?
QVAX_WHERE_1. Where did you receive your COVID-19 vaccination?
43
36
21
Unsure
Yes
No
Where people want to receive a COVID-19 vaccine differs from where they think
they’ll receive it
AS OF FEBRUARY 19, 2021
Source: McKinsey COVID-19 Consumer Survey, 2/19/2021
Hospital
Doctor's office
Retail pharmacy
Drive-through site
Public mass
vaccination site
41 14 23
49 13 9
32 13 5
30 9 9
17 4 11
% of respondents, n = 2,332
Location where respondents
would feel comfortable
Location respondents think
they will receive COVID-19
vaccine1
% of respondents, n = 362
Locations where vaccine
actually received thus far
% of respondents, n = 417

5. McKinsey & Company 5
Method of scheduling a COVID-19 vaccination varies, and
overall satisfaction with vaccination process is high, though
opportunity exists within individual steps
AS OF FEBRUARY 19, 2021
1. National average across respondents and geographies.
QVAXPROC_SAT. How satisfied were you with each element of the vaccination process?
QVAX_REC. Have you recommended getting vaccinated for COVID-19 to anyone else?
QVAX_REC_HOW. How did you make your recommendation to someone to get vaccinated against COVID-19? (Select all that apply.)
VAX_SCHED. How did you schedule your vaccination appointment?
90%
Respondents satisfied with the
overall vaccination process
81%
Respondents satisfied with the ease
of scheduling and with availability of
convenient appointment times
86%
Respondents satisfied with the
cleanliness of and use of
safeguards at the vaccination site
Satisfaction with elements of
vaccination process1
49%
Recommended getting a COVID-
19 vaccine to someone else
67%
Made their recommendation to
get a COVID-19 vaccine via
personal conversations with
family and friends
Recommendations on
vaccination
Source: McKinsey COVID-19 Consumer Survey, 2/19/2021
Method of scheduling
COVID-19 vaccination
39%
Respondents scheduled via a website /
app / online tool (eg, specific COVID-19
vaccination website, physician office,
hospital)
21%
Respondents scheduled via a phone call

6. McKinsey & Company 6
Reasons for getting or not getting the COVID-19 vaccine are
generally common across respondents
AS OF FEBRUARY 19, 2021
Physicians and CDC
Most common source of advice in decision to get a COVID-19 vaccination for
‘Interested’ segment
Family and local news
Most common sources of advice in decision to get a COVID-19
vaccination for ‘Unlikely segment’
Source: McKinsey COVID-19 Consumer Survey, 2/19/2021
Less likely to get COVID-19 vaccine More likely to get COVID-19 vaccine
I don’t think it would protect
me (14%)
Someone I know told me
about a bad experience
getting vaccinated (12%)
I am concerned about side
effects (43%)
The development of a
vaccine is too rushed (27%)
I want to see how it impacts
other people before getting
it myself (27%)
I am concerned about the
ingredients in the vaccine
(25%)
It would be an unproven
vaccine (21%)
It will likely be required by
my job (10%)
Many people have
Coronavirus / COVID-19 in
my area (19%)
Someone I know told me
about a good experience
getting vaccinated (13%)
I think it would protect me
(55%)
It’s the right / responsible
thing to do (54%)
I don’t want to risk getting
Coronavirus / COVID-19
(50%)
I think it would be safe /
have few side effects (39%)
I think I could get severe
symptoms from Coronavirus
/ COVID-19 if I got it (23%)
1120%
20%+ 110% 1120% 20%+
110%
I don’t like getting needles
(10%)
The vaccine could give me
the Coronavirus / COVID-19
(9%)
It could require getting 2
doses (9%)
QVAX2. What would make you less likely to get a Coronavirus / COVID-19 vaccine?
QVAX3. What would make you more likely to get a Coronavirus / COVID-19 vaccine?
QVAXINFOINFLUENCE. Which of these sources of information has most influenced you in deciding whether or not to get a Coronavirus / COVID-19
vaccine once it becomes available?

7. McKinsey & Company 7
Predictive analytics conducted on the variables in the survey
identified indicators of COVID-19 vaccine acceptance
Certain variables predicted the
‘Unlikely’ segment (beyond
correlation to receiving a
flu vaccine)
Some variables in the survey set
identified potential attributes of
the segment ‘Unlikely’ to get a
COVID-19 vaccine
67x
Higher likelihood for individuals who
did not get a flu shot to be unlikely to
seek a COVID-19 vaccine compared
to ‘Interested’ or ‘Cautious’
segments
45%
Likelihood to ‘reject’ seeking a
COVID-19 vaccine identified key
variables amongst those in the
survey set:
 Not getting tested for
COVID-19
 Not receiving information
from health experts
 Not receiving information
from physicians
 Income level
Variables related to sources of
information identified COVID-19
vaccine receptivity across respondents
1.6x
Higher likelihood for individuals who
do not have a PCP1 to be unlikely to
seek a COVID-19 vaccine compared
to interested or cautious segments
More likely to
get vaccine
More unlikely
to get vaccine
Source of information
Physician
Health experts
Social media
Local news
AS OF FEBRUARY 19, 2021
1. PCP, primary care physician.
Source: McKinsey COVID-19 Consumer Survey, 2/19/2021

8. McKinsey & Company 8
Satisfaction with clinician response to COVID-19 vaccine rollout
remains high
AS OF FEBRUARY 19, 2021
20+
Percentage point less satisfaction
across stakeholders for
respondents unlikely to get a
COVID-19 vaccine compared to
respondents who are interested
15+
Percentage point more satisfaction
across stakeholders for
respondents who indicated having
received a vaccine compared to
general population
Reported satisfaction with how COVID-19 vaccine rollout is being handled by
stakeholders, %, respondents, n = 2,332
45
39
44
35
37
35
35
35
26
31
35
33
32
38
40
39
41
29
5
6
8
7
17
15
18
17
7
19
21
16
26
8
10
8
7
37
My doctor(s) / healthcare provider(s)
My state government
My pharmacy / pharmacist
My employer
My health insurance company
My local government
The news media
Federal government
My dentist
Dissatisfied
Neutral
Satisfied I don’t know
Source: McKinsey COVID-19 Consumer Survey, 2/19/2021
QSAT1_VAX. Please indicate how satisfied you are with how each of the following is supporting the rollout of the Coronavirus / COVID-19 vaccine.
(10-point scale from extremely dissatisfied to extremely satisfied; “High” is 8-10, “Moderate” is 4-7, and “Low” is 1-3).

9. McKinsey & Company 9
Return to daily activities varies across COVID-19 vaccine receptivity
AS OF FEBRUARY 19, 2021
Those who have received a vaccine have resumed activities at
higher rates than others...
% of respondents, n = 2,332 overall; varies by bubble
...and plan to partake in more group activities
Already vaccinated Interested Cautious Unlikely
% of respondents, n = 2,332; varies by bubble
Source: McKinsey COVID-19 Consumer Survey, 2/19/2021
QRESUME. Please indicate when you would resume each of the following activities; responses to “I am already doing this” option shown; selected activities shown.
QPLAN. Which of the following activities, if any, do you plan to do in the next 4 weeks? (Select all that apply); selected activities shown.
Eat at a restaurant indoors 27 27 32 43
Attend a get-together with people
outside of my immediate family
(people that I live with) outdoors
14
8 14 17
Attend a get-together with people
outside of my immediate family
(people that I live with) indoors
14
11 16 23
Go to a fitness center / gym 18
12 13
13
0 10 20 30 40 50 60 70 0 10 20 30 40
Go to a standalone retail store 54 55 70
59
Fly on an airline 10 11 15 18
Stay overnight at a hotel 16 18 25 26
35
Go to a dentist 39 48
42
Already vaccinated and unlikely to get a COVID-19 vaccine most likely to have resumed activities and have higher uptake
of group activities

10. McKinsey & Company 10
Most individuals working full or part time reported missing days
due to COVID-19 with some groups feeling the effects more strongly
AS OF FEBRUARY 19, 2021
2.0
Average number of
days missed
Days missed for being sick with
COVID-19
1.6x
More days missed by those who
indicated being an immigrant to the
US (born outside the US)
1.5x
Hispanic respondents more likely to
have missed days compared to
overall population
Days missed for caring for someone who
did not have COVID-19 but required time off
(eg, for childcare)
Quarantining due to potential COVID-
19 exposure
4.8
Average number of
days missed
1.2x
More days missed by respondents
speaking English and another language
at home
2.4
Average number of
days missed
1.6x
More days missed by those with children less
than 18 years old living at home
1.4x
More days missed by those living in large cities
1.2x
More days missed if 1824 years old
Source: McKinsey COVID-19 Consumer Survey, 2/19/2021
DAYS_MISS. How many days of work have you missed due to COVID-19 for each of the following?

11. McKinsey & Company 11
Observance of mask use and other activities limiting
interaction remain high
AS OF FEBRUARY 19, 2021
Source: McKinsey COVID-19 Consumer Survey, 2/19/2021
5
7
5
10
11
11
12
14
15
28
15
17
22
17
21
26
26
28
26
26
80
76
73
73
69
63
61
58
59
46
5
7
5
10
11
11
12
14
15
28
15
17
22
17
21
26
26
28
26
26
80
76
73
73
69
63
61
58
59
46
Limiting the number of people I allow in my home
Wearing a facemask properly (over mouth, chin, and nose) in indoor public places
Reducing the amount of time I get together in person with family or friends indoors
Wearing a facemask properly (over mouth, chin, and nose)
in indoor private places when with those outside my household
Limiting the number of times I go out in public to the minimum necessary
Wearing a facemask properly (over mouth, chin, and nose)
in outdoor public places when in proximity to others
Maintaining ’social distancing’ of at least 6 feet apart from other people
Reducing the amount of time I get together in person with family or friends outdoors
Working from home
Cooperate with contact tracing (if asked)
Not much of the time Most of the time1
Some of the time
Actions respondents report being likely to practice over the next 6 months if recommended to do so
% respondents, n = 2,332
Rates of
reported
adherence
similar month-
over-month
1. Change in “Most of the time” vs 6/8/20 survey | Frequency defined as respondents who selected 8, 9, or 10 on a scale of 1: none of the time to 10: all of the time. Some of the time
defined as respondents who selected 4, 5, 6, or 7; not much of the time defined as respondents who selected 1, 2 or 3.
QSG1. Please indicate how frequently you take the following actions.

12. McKinsey & Company 12
Healthcare patterns continue to adjust to the current environment
Telemedicine visits and satisfaction are dropping, while return to physical settings is increasing
AS OF FEBRUARY 19, 2021
Modality of most recent appointment, by setting
11
Percentage point
decrease in
telemedicine
satisfaction since
September
N value
Source: McKinsey COVID-19 Consumer Survey, 2/19/2021, McKinsey COVID-19 Consumer Survey, 9/7/2020
8
7
7
25
19
22
14
16
47
83
86
73
71
85
81
77
28
Visits to an urgent care center
Visits to a specialist
Visits to a health clinic at a pharmacy or retail store
10
7
3
12
Visit with a pediatrician for my child 179
5
10
219
Visit with a gynecologist for non-pregnancy or non-maternity care
5
Annual wellness visits with a primary care physician (eg, GP, FP, internist)
Routine visits with a primary care physician (eg, GP, FP, internist)
Visits to a psychologist or psychiatrist
100% =
411
211
178
649
611
181
Most Recent Care Received
% of respondents who reported receiving care in the specified setting (sample size varies by row)
Change in telemedicine
(pp1) from September
2020 survey
-4
-3
-4
-9
-6
-8
-1
-1
1. pp, percentage point.
APPT1. For each of the following types of care below, indicate whether your most recent appointment was either in person or online / video (e.g., Doctor on Demand, Skype, FaceTime) with a physician or healthcare provider;
also called telemedicine.
QTMSAT1_A. Please indicate how more or less satisfied you were with your most recent telemedicine or telephone appointment compared to having an in-person appointment. [1= Much less satisfied, 10 = Much more satisfied]
1. Much more satisfied (8-10), Neutral (4-7), Much less satisfied (1-3).
In person Telemedicine Telephone