Want to Improve the Patient Experience? Stop Sending Bad Surveys
In the United States, healthcare is a $3.5 trillion a year market and employs 1 in 8 Americans. For a market with huge impact and under tremendous scrutiny, you would expect medical organizations to take an interested, data-driven approach to measuring the patient experience (PX). In other words, you would expect their patient surveys to be relevant, well-written, and to the point. You would also expect doctor’s offices, clinics, and hospitals to use multiple methods to gather a full range of insights about the quality of the patient experience. From what I observe, when it comes to measuring the patient experience, good survey design is rare. And using mixed methods to uncover insights is rarer still. KEEP READING >
Medallia’s Rachel Lane and Martha Brooke, a CCW Influencer, Join Forces at Customer Contact Week
Catch Martha Brooke next week at the 2019 CCW Vegas Conference where you can book time with her at the Brilliance Clinic, join her Advanced Customer Feedback session, and take part in 3 Roundtables Martha is leading with Medallia’s Rachel Lane. KEEP READING >
80% of CEOs believe their CX is superior. Only 8% of their customers agree. That's a lot of bad Customer Listening. Let's raise the bar!
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Customer Feedback
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Customer Service Evaluation
News & Activities
- Medallia’s Rachel Lane and Martha Brooke, a CCW Influencer, Join Forces at Customer Contact Week
- Newly Added Event, April 24th: Martha Brooke Speaks at the CX Analytics Summit in Los Angeles
- Customer Experience Speaker, Martha Brooke Presents at 2 Conferences this Month
- Interaction Metrics Issues Gold Customer Experience Award
- Retailers Waste Time with Critically Flawed Surveys
Additional Reports, Posts & More
Customer Feedback
- Here Are the 5 Standards of Excellent Customer Listening
- Interactive Data is the Future, Here's Why
- 6 Steps to Improve Your Customer Satisfaction Surveys
- Voice of the Customer: It’s NOT About You!
- GUEST POST: Customer Experience Measurement: Why it is Vitally Important but Badly Done! – by Ian Golding
- A Really BIG Customer Satisfaction Survey No-No
- Are You Benchmarking OR Innovating?
- Genius Tips to Improve Your Customer Survey
- What You’ll Never Get from NPS (Or Any Other Outcome Metric)
- Unstructured Data Defined
- Want to Fix Your Touchpoints? Lose NPS.
- Analyze Your Verbatim Comments!
- Your Customer Survey is Biased: Here's the Fix
- Break Your NPS® Routine
- Beyond Surveys: Capturing the Real Customer Experience
- Get a Better Customer Satisfaction Survey—Your Questions Asked and Answered
- Fix Common Survey Errors with a Smart Process
- Your Survey (Probably) Sucks: 5 Survey Errors
- Customer Interviews: Your Most Valuable Research Tool
- Surveys: Know What Your Customers Are Good For—and What They’re NOT!
- 3 Mistakes a Gift Basket Co. Made with Their Satisfaction Survey
- Car Rental Co. Fails to Listen with Their Phone Survey
- AT&T Didn't Apologize. The Remedy? Measure Empathy.
- NPS: A Tired, Generic Question
- 3 Ways to Avoid Survey Fatigue
- 3 Questions Verbatims Answer
- Are Employees Rigging Your Customer Feedback?
- Verbatim Analysis of Unstructured Data Identifies Missed Opportunities
- 3 Shortfalls of Net Promoter Scores
- Customer Feedback: Social vs. Traditional Tools
- Unstructured Data: Start With an Open Mind
Customer Service Evaluation
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- One Concept that Improves All Your Customer Service Interactions
- GUEST POST: Jerry Sokol on Customer Experience Metrics
- Customer Experience: Use The Right Metrics
- Starbucks: Your Customer is NOT Your Guinea Pig
- Friendly Customer Service Is NOT Enough
- “Talk Your Walk” with Branded Customer Service
- One Call Does It All: Get there with the Proactive Solutions Score
- The Hot Soup Surprise Was Great Customer Service!
- Case Study: How to Use Customer Service to Support Your Brand
- Learning from Comcast's Mistakes: Good Customer Service Training Improves Your Brand
- A Lesson in Why Customer Service Evaluations Matter
- Why the Right Customer Experience Metrics Matter
- Need a Call Center? Ask These 4 Questions
- Branded Customer Service: Reinforce Your Brand’s Values Through Customer Service
- 3 Quick Tips to Improve Your Customer Experience
- 9 Core Customer Service Principles
- 3 Tips to Fix Bad Customer Service
- Avoid these 2 Big Customer Service Errors
- Here's Why Bad Customer Service Happens
- Improve Customer Retention with Branded Customer Service
- Why You Need Better Customer Service Metrics
- You Responded, But Did You Answer the Question?
- Email and Chat Are Key Customer Service Channels
- Why Language Matters in Customer Service
- Branding Customer Touchpoints: Why Most Companies Aren’t Cutting it
- 3 Quick Keys to the Best Customer Service
News & Activities
- Medallia’s Rachel Lane and Martha Brooke, a CCW Influencer, Join Forces at Customer Contact Week
- May 2017: Dedicated to Improving Customer Service & Measuring CX ROI
- The Interaction Metrics Difference
- NYC August 20: The Future of Customer Service.
- Bob Thompson’s Hooked on Customers: Companies Listen Up!
- Current State of Customer Service: 55%
- Current State of Customer Service: 54%
- Customer Service Still Gets a Failing Grade
- NYC | Customer Service Experience Conference
- Customer Service Gets a Failing Grade