Revolutionizing Healthcare Customer Experience: A Leading Provider’s Success with SurveyVista
Here’s what you can learn from this case study:
Unified Feedback Systems Improve Experience Quality: Consolidating surveys across channels created a seamless member journey and eliminated insight gaps.
Automation Boosts Efficiency: Autotriggered surveys ensured timely, accurate feedback.
Dashboards Drive Action: Real-time reports helped teams quickly spot and fix issues.
SurveyVista has been a game-changer for us, transforming how we gather and act on member feedback. The automation, customization, and seamless integration with Salesforce have streamlined our processes, enabling us to capture real-time insights linked directly to cases and agent performance. This has allowed us to address service gaps proactively, improve member experiences, and drive continuous quality improvements across our operations.
Head of Quality and Member Experience, Leading Healthcare Provider
Company Profile
A leading healthcare provider, dedicated to delivering exceptional healthcare customer experiences and comprehensive care solutions to its members. The organization has built a reputation for excellence in providing quality healthcare services to individuals, families, and corporate clients.
The provider offers a wide range of healthcare plans tailored to meet the diverse needs of its members, including health maintenance programs, preventive care, and wellness initiatives. Through an extensive network of partner hospitals, clinics, and healthcare professionals, it ensures members receive top-notch medical services and personalized care.
Committed to innovation and continuous improvement, the provider leverages technology and data-driven solutions to enhance customer engagement and satisfaction. With a strong focus on member experience, it is dedicated to providing accessible, reliable, and efficient healthcare services that support overall well-being.
Business Challenge
Improving Healthcare Customer Experience Through Better Feedback
The organization’s previous survey tool focused solely on a single index, "Happy or Not", to measure customer satisfaction (CSAT). While it provided a foundation for gathering feedback, there were several limitations impacting the overall healthcare customer experience:
Segmented Surveying: Since the provider uses Genesys and its digital channels on Salesforce, there were two disjointed survey experiences. SurveyVista enabled a singular, unified member feedback journey.
Customization: The limited flexibility of the existing survey tool made it challenging to tailor feedback forms to meet healthcare-specific experience needs.
Traceability: Responses couldn’t be seamlessly linked to cases, agents, or customers, limiting the ability to act on member feedback.
Efficiency: The voice interaction survey process relied on agents manually triggering surveys, leading to inconsistencies, delays, and potential biases in feedback collection.
Reporting: Analytics were limited, making it difficult to understand the full picture of patient satisfaction and service quality.
These challenges prevented the provider’s Quality team from accurately analyzing service performance, resulting in insight gaps and missed opportunities to improve the end-to-end healthcare customer experience.
The Solution: SurveyVista
Transforming Member Feedback into Actionable Healthcare Experience Insights
SurveyVista provided a comprehensive solution that addressed these challenges and elevated the provider’s healthcare feedback ecosystem. Key features included:
Multi-Channel Feedback Collection: Members could complete surveys via email and SMS, ensuring convenience, accessibility, and higher response rates.
Enhanced Customization: Fully customizable survey questions and layouts—NPS, scale, Yes/No, and free-text—enabled collection of rich, member-specific feedback.
Preventing Survey Fatigue: Email throttling ensured members weren’t overwhelmed with surveys when multiple cases were closed in a short period.
Response Mapping to Salesforce: Survey responses were directly linked to Salesforce records, enabling insight by case, agent, and member.
Traceability: Full visibility into agent interactions allowed for performance tracking and proactive issue resolution to enhance the patient and member experience.
Advanced Reporting and Dashboards: Custom dashboards empowered the Quality team with deep insights into response trends, satisfaction levels, and opportunities for improvement.
Automated Survey Distribution: Surveys were automatically sent when cases were marked “closed”, ensuring consistency and timely feedback without agent intervention.
The Results
Elevating Healthcare Customer Experience with Data-Driven Action
Streamlined Processes: Automated CSAT requests eliminated manual effort, enabling consistent and efficient member feedback collection.
Actionable Enhanced Insights: Survey responses automatically linked to Salesforce case and agent data uncovered experience trends and improvement areas.
Customizable Reporting: Dynamic dashboards delivered real-time visibility into patient sentiment, empowering service teams to prioritize impactful changes.
Improved Member Experience: Flexible survey formats and multi-channel access increased engagement, delivering a more holistic view of healthcare customer satisfaction.
With SurveyVista, the provider redefined its approach to capturing and acting on feedback—enhancing every touchpoint in the healthcare customer journey and delivering on its promise of exceptional care experiences.
About SurveyVista
SurveyVista, a 100% native Salesforce solution, empowers businesses to seamlessly collect, integrate, understand, and act on feedback data across the customer, partner, and employee lifecycle.
Effortlessly design branded surveys, forms, and assessments, deploy them across multiple channels, and automate distribution to streamline data collection while minimizing survey fatigue. With seamless no-code Salesforce integration, SurveyVista automates real-time data mapping to maintain a unified view of your customers, partners, and employees, enabling teams to access feedback where it’s most relevant.
Unlock personalized survey insights through AI-powered analytics and Salesforce dashboards, combining feedback with CRM data to drive impactful decisions. Leverage these insights to take timely actions that elevate customer, partner, and employee experiences, improve operational efficiency, reduce costs, and accelerate revenue growth.
Trusted globally by organizations of all sizes—from small nonprofits to large enterprises—SurveyVista supports diverse use cases, including CSAT, CES, NPS, VoC, and post-churn feedback.
