From 70 to 1,500 monthly patient experience responses
Before HappyOrNot, Cure 4 The Kids was using a 75-question paper survey that was mailed out to patients to collect customer satisfaction feedback. On average, the center was seeing about 80-100 patients per day (approx. 2,400-3,000 per month) yet they were only receiving 70 responses a month, at most. They also tried an online version, but the lengthy survey started to cause people to opt-out of their emails.
“We need to be conscious of people’s time and how much effort they take to do things for us. The families are already going through a lot and I don’t feel comfortable asking them to sit there and take a 10-minute survey. That’s one of the biggest reasons why we chose HappyOrNot – how easy and quick it was to use,” says Katherine Salkanovic, Director of Patient Experience at Cure 4 The Kids.
Within the first months of implementing HappyOrNot, their average customer feedback responses jumped from 70 a month to a whopping 1,500.
“When I first saw how many responses we received, it blew my socks off. I kept thinking, ‘Is this number correct?’ It quickly became clear that our patients wanted to tell us things, but they previously didn’t have the right way to do that,” explains Katherine.