Transactional NPS (tNPS) to improve Patient Experience

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Hospitals

Problem Statement

Well reputed hospital chain had a customer feedback system, however, they wanted to upgrade their system to offer greater flexibility for new features, integrate with their HIS and provide mobile friendly ways to capture detailed feedback. The hospital chain is set up pan- India and caters to multiple specialties and healthcare needs.

How Zykrr delivered impact

  • Deployed sms and tab based feedback collection process across all hospitals
  • Set up an integrated rule-based escalation management system for dissatisfied customers to get back to them in a timely way.
  • Deployed a tightly integrated customer feedback system across multiple services offered by the hospital ranging from OPD, IPD, homecare, Day care, Reports
  • Dynamic questionnaires configured based on the services offered in a specific facility
  • Multiple questionnaires set up with specific drill down for detractor flows
  • Enabled top management and senior management to review NPS, CSAT at overall, product line, product type, department, and channel level
  • Set up an integrated department wise rule-based escalation management system for dissatisfied customers to get back to them in a timely way.
  • Set up in multiple languages with users preferred language automatically set as the default display

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