Ask more questions – and learn more

The industry norm is to ask 2-3 questions, so that you get as few entry points as possible for data collection. We take a different approach based on our extensive experience. We typically average between eight and 18 questions. Every single question in our surveys...

Customer experience lessons from Walmart

Many people talk about the patient centricity of today’s healthcare — especially when it comes to the customer experience. We like to think of it as the consumerization of medical care. And considering the tonnage of marketing produced every day by a...

Healthcare consumers have been “primed”

An essential factor to consider in the patient experience is what we call “priming” of the consumer. Because of Amazon Prime, the patient as a consumer now has a different level of expectations. They expect immediate responsiveness, credibility, empowerment, tools,...