Customer Feedback and Insights 🪄

I partnered with a dedicated healthcare provider to assess the experiences and sentiments of their staff and customers. We used tools such as SurveyMonkey, Smart Surveys, and Google Forms to collect feedback. This feedback process helped identify improvement areas and create a detailed action plan, resulting in an increase in overall satisfaction. Witnessing the positive impact of these initiatives reinforced the importance of open communication in healthcare.

Gather actionable feedback from both staff and customers to improve services.

Use insights to create an improvement plan to address customer concerns and staff satisfaction.

Promote a positive feedback culture that encourages ongoing participation.

Historically, the response rate to surveys has been low, requiring additional strategies to engage participants.

Incentives were introduced to encourage participation, alongside clear communication about the purpose of the surveys and how the feedback would be used.

Ensuring both staff and customers felt their voices were valued and that actions would follow the surveys.

Implemented various feedback tools, including SurveyMonkey, Smart Surveys, and Google Forms, to collect responses from staff and customers.

Developed an improvement plan based on feedback and followed up to ensure transparency and continuous improvement.

Easy-to-understand PowerPoint presentations prepared to help Directors communicate the results.

Addressing key pain points identified through the surveys increased customer satisfaction. I successfully created an improvement plan that resulted in actionable changes within the company. Thanks to transparent follow-ups and incentives, we saw higher engagement in future surveys.