Case Study: Healthcare – Hospital

Objectives

• Telephone survey to measure satisfaction of last visit
• Gather data to manage client internal quality control efforts
• Apply strict quality assurance measurement on every call

Solution

• Conduct customized 20 question survey based on treatment and service received
• Design statistical analysis and reporting
• Pinpoint areas for improvement  for each sector

Results

• Promoted customer delight
• Identified disenchanted patients
• Provided critical point of escalation for patient feedback
• Survey results influenced executive strategic planning

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