Satisfaction and Loyalty Research
Customers in healthcare come in many shapes and sizes - physicians, HR benefits managers, hospital executives, and of course, consumers.
Whomever your customer may be, Catalyst Healthcare Research reveals how they feel about your brand and how loyal that they are likely to be. Our customized survey process helps peel back the onion to expose key issues while our reporting makes the results clear. Our recommendations pinpoint what you need to do to retain profitable customers - and attract new ones!
Surveys can be done one time, quarterly, annually, or as an ongoing tracking program.
Case Studies
| Client: |
Imaging Center |
| Issue: |
Determine level of patient satisfaction to improve service delivery model |
| Methodology: |
Ongoing customer experience study - full color, self-mailing customer response card given following their visit |
| ROI: |
Analyzed on a monthly basis, the research determined high levels of patient satisfaction and loyalty. The monthly reports kept the company executives up-to-date on the customer experience, and enabled them to address problems as they surfaced. |
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| Client: |
Medicare Advantage Plan |
| Issue: |
To establish a baseline level of member satisfaction and to understand purchasing behavior and member retention |
| Methodology: |
2,000 telephone interviews in four states |
| ROI: |
High levels of satisfaction were indicated both in the aggregate and in each of the geographic markets that were tested. Key factors that caused people to join the plan were determined and prioritized in addition to retention drivers.
The CMO received important marketing data that could be shared internally and used by the marketing team to refine and direct communications with customers and prospects. The client also received an extra bonus when several hundred people told us they wanted to be contacted directly by the company!
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| Client: |
National Provider of Hospital Information Systems |
| Issue: |
Measure and track satisfaction by hospital and system |
| Methodology: |
Custom designed client satisfaction program incorporating relevant feedback from system users and c-level executives |
| ROI: |
Determined key operation and customer service strengths on a quantitative basis. Identified key areas and issues for improvement. Highlighted differences in similarities and differences in viewpoints among different types of users (CNO vs. CFO, for example).
The company used results to measure and track level of client satisfaction, showcased key results in its sales efforts, and developed action plans around key issues needing attention.
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INFO@CATALYSTHCR.COM • 615.297.6535 or 888.297.6535