Customer satisfaction is the heartbeat of any successful business, and the healthcare industry is no exception.
In a highly competitive and ever-evolving market, understanding and improving customer satisfaction (CSAT) is essential for building trust, loyalty, and long-term success.
We recently partnered with a healthcare solutions provider to conduct an in-depth CSAT survey aimed at uncovering the drivers of customer loyalty, pinpointing areas for improvement, and identifying actionable insights to enhance the overall customer experience.
This case study explores the approach, findings, and benefits of CSAT in healthcare, showcasing how market research can guide better decision-making for operations, marketing, and strategic planning.
Defining CSAT Initiatives for Healthcare Organization
A healthcare solutions provider partnered with Drive Research, an independent market research company, to conduct a customer satisfaction survey. The outcomes of this study will aid with operations, marketing, and long term strategy.
The core objectives addressed in the survey included net promoter score (NPS), loyalty/frustration drivers, customer service satisfaction, customer needs/wants, and improvement areas.
Specific objectives for the CSAT study included:
- Understanding healthcare net promoter score (NPS) and other KPIs to benchmark success.
- Detailing drivers to loyalty and frustration points that impact potential churn.
- Understanding customer to understand needs/wants.
- Creating simple and clear improvement areas with actions to take from the results.
- Capturing testimonials and leverage for marketing/sales.
- Using this study as the starting point to identify other research efforts to dive deeper.
How to Approach Healthcare CSAT Initiatives
To address the objectives at hand, Drive Research recommended sending the CSAT survey via email. The survey took an average of 11 minutes to complete and included 47 questions.
The survey received 183 complete responses (18 partial responses were omitted from the report analysis). Fieldwork for the survey began on December 4th and lasted until December 20, 2024.
Wondering how much CSAT survey cost? We’ve got you covered.
Here are some example CSAT survey questions:
- How long has your organization been using [insert brand]?
- How frequently do you engage with [insert brand]’s staff?
- How satisfied are you with [insert brand] overall?
- Please describe why you rated your overall satisfaction with [insert brand] as a [insert response] out of 5.
- How likely are you to recommend [insert brand] to a colleague or peer?
- How likely or unlikely are you to continue using [insert brand] in the next year?
- Have you used providers similar to [insert brand] in the past?
- How have you previously met the needs that [insert brand]’s services currently provide for you?
- What providers have you used?
- How does [insert brand] compare to the provider(s) that you have used in the past?
- How important are each of the following factors when choosing a provider like [insert brand]?
- How satisfied or dissatisfied are you with each of the following?
- How responsive is [insert brand]’s customer support?
- How effective is [insert brand] at resolving customer support issues?
- How satisfied are you working with your relationship manager?
- Rate your awareness of the following [insert brand] services.
- What is the most important improvement [insert brand] could make?
- If you are willing, please share a testimonial about your experience with [insert brand] to be used for sales and marketing purposes.
Understanding CSAT Results
While the report remains confidential with the client, it included an executive summary of key themes as well as a question-by-question breakdown of the responses received.
In addition to the comprehensive report, raw data file was provided to see specific responses (keeping anonymity intact).
The healthcare CSAT results covered:
- Overall customer satisfaction
- Satisfaction with specific services
- Net Promoter Score (NPS)
- Likelihood to continue service in the next year
- Ease of use
- Comparison to other providers
- Overall value
- Responsiveness
- Customer support effectiveness
- Relationship manager satisfaction
- Key decision making factors when customers choose a solution
- Awareness of service offerings
- Most important improvements sought by customers
- Testimonials
- Next steps and considerations
Looking for more about how to use CSAT results? Check out these 8 positive impacts of a B2B CSAT survey.
Contact Our Customer Satisfaction Company
Happy customers have a significant impact on any organization, no matter the industry.
Drive Research is a market research company specializing in customer satisfaction research. We will work with you to ensure you receive quality customer insights to improve your outreach strategy. Furthermore, our team has over 80 years of combined experience in the field, so you can be confident your project is in good hands.
Interested in learning more about our market research services? Let’s talk today!
- Message us on our website
- Email us at [email protected]
- Call us at 888-725-DATA
- Text us at 315-303-2040
Emily Taylor
As Director of Operations, Emily does more than wrangle data. Her work includes executing company OKRs, company-wide project management, training/onboarding, team culture initiatives, and more!
Learn more about Emily, here.
