BioLife's Satisifaction Decline - And How We Helped

Challenge

BioLife, a plasma donation company, experienced a decline in donor satisfaction scores and wanted to identify the cause.

They also wanted to identify the specific operational improvements to upgrade the overall donor experience.

Approach

PeopleMetrics completed an analysis of surveys sent to plasma donors following their donation, measuring overall donation satisfaction as well as key elements of the donation process.

The survey asked questions about what drives donor satisfaction, including appointment wait time, staff availability, technician expertise, location cleanliness, and donation compensation.

Outcome

Using the feedback from the survey, BioLife was able to identify the key problem areas during the donation process, enabling fixes to improve customer satisfaction.

By identifying the key problem areas and enabling the fixes, BioLife saw immediate improvement in their customer satisfaction scores, improving 9% in overall satisfaction and 18% in satisfaction in key ares.

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PeopleMetrics helps activate insights to improve the customer experience and answer important questions using strategic market research. Our approach is full-service, from study/program design, to fielding and analysis & reporting. We partner with clients by committing senior level customer experience and research professionals in every relationship.

BioLife's Satisifaction Decline - And How We Helped

Challenge

Approach

Outcome

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