Case Study
Helping a Healthcare Company With Their Communication
Challenge
An advanced processing healthcare company was delivering its information in many ways and wanted to measure these interactions to decide which processes to improve – and how to do so.
Approach
PeopleMetrics designed and delivered a survey that was able to measure the interactions between patients and physicians through multiple channels – a portal, electronically, and telephonically.
But we didn't stop there. PeopleMetrics also initiated an ongoing survey that monitored the proposed improvements and their impact on customer satisfaction.
Outcome
Through the survey, the company was able to determine which channels were preferred for certain types of information.
They were also able to identify key problem areas for each type of communication, allowing them to improve the process at every step of the way.
And, because of the ongoing survey that occurred after these improvements were made, they were able to ensure that the improvements actually did increase customer satisfaction, efficiently and effectively upgrading their communication process.