Healthcare Customer Experience (CX) & Patient Feedback Platform

Clear, measurable impact on loyalty, ease of doing business, and revenue growth.

HEALTH INSURANCE CLIENT

Turning Detractors into Growth

In just two years working with our program, the number of detractors more than halved, while likelihood to recommend (NPS) increased by 22.2%. 

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INTERNATIONAL OPTICAL CLIENT

Rapid NPS Acceleration

We increased customers’ likelihood to recommend this brand by 72%, accelerating NPS from 43% in November to 74% in June – in just seven months.

A healthcare professional carefully examining medication in a pharmacy, representing the importance of knowledgeable, attentive service in health settings that drives patient trust, advocacy, and repeat visits.
HEALTH CLINICS CLIENT

Better Experience. More Bookings.

Feedback ASAP achieved a 34% improvement in NPS, lifting it from 65 to 87 in just one year, while clinic bookings increased 27%.

A pharmacist smiling and explaining medication to an older customer in a pharmacy, illustrating the kind of personalised, knowledgeable service interaction that builds patient trust, loyalty, and first-choice advocacy.
HEALTH INSURANCE CLIENT

Stopping Customers from Slipping Away

We identified why customers were being lost and created proactive alerts and actions within our program to reduce churn. The goal was to improve retention and make the organisation easier to deal with. Customers who left had 34% lower ease levels prior to leaving (37%) compared with current customers (56%). 

A healthcare clinician smiling and explaining a dental or medical model to a patient during a clinic consultation, representing the attentive, knowledge-driven care that improves patient experience, boosts NPS, and increases clinic bookings.
INTERNATIONAL OPTICAL CLIENT

Service Skills Driving Commercial Growth

We partnered with a leading healthcare brand and compared year-on-year growth while running our improvement programs and developing team member skills.

  • Clinic bookings (conversion rates) grew 27%
  • Care and friendliness (basket size growth driven by improved service) increased 22%
  • Knowledge and care (“easier to deal with us”) improved 40%
  • Likelihood to recommend (NPS) detractors dropped from 15% to 8%, a 22% reduction
PHARMACY ADVOCAY

First Choice = Stronger Advocacy

We worked with a pharmacy group to understand whether customers who said this pharmacy was their “first choice” were more loyal, and whether service levels influenced that decision.

  • First-choice” customers had an NPS of 90, versus 67 for others
  • Advocacy (customers rating 10/10) was 80% vs 59% when it wasn’t their first choice
  • First-choice customers rated service levels 35% higher
A confident healthcare professional in a white coat standing with arms crossed beside a display of skincare and health products, representing the product knowledge and service standards that drive customer advocacy and pharmacy sales growth.

Lesson: Using the program to improve consistency of service and sales experience across key standards drives stronger brand advocacy and a much higher likelihood of customers recommending you.

Two smiling healthcare professionals in matching blue scrubs and white coats standing confidently together, representing the consistent, friendly frontline teams whose service standards directly influence patient satisfaction, NPS, and health clinic growth.
PHARMACY ADVOCAY

Team Member Influence = Sales Growth

For a leading brand, we examined the influence of team members on sales growth across stores. Using a key survey question and thousands of real customer responses, we identified which stores, and which team members within them, had the greatest influence on solving customer problems and growing pharmacy sales.

  • Top performers for Team Member Influence drove 67% higher sales growth rates
  • Stores with Strong Team Member Influence achieved 7.2% growth vs 4.3%
  • Customers who “bought more than they came in for” rated Team Member Influence 125% higher

Lesson: Selling the full solution is better for customers and delivers stronger business growth.

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