70% improvement in NPS
32% improvement in Patient Sentiment
36% reduction in Average Monthly Complaint Tickets
Our client, a multi-venue aged care provider, was facing a unique challenge. While some locations were meeting targets, others were not. These underperformers reported declining Net Promoter Scores (NPS), an increase in patient complaints and support calls, and a perceived drop in brand value as indicated by patient sentiment.
The client wanted to rapidly identify these performance gaps and implement effective solutions, without dedicating weeks to data collection and analysis.
With patient feedback spread across multiple locations, the client needed a way to unify patient feedback from all locations and channels (including online reviews, chats, calls, tickets and surveys) to discern overarching patterns at the group level, while also pinpointing specific issues at individual locations.
The end goal of course was to identify the driving factors behind increasing patient dissatisfaction at each underperforming location and implement targeted improvements to fix them.
After connecting voice-of-customer data from all locations with Eclipse, the client was able to:
Eclipse AI empowered the client’s team with a unified view of patient feedback, trends, and sentiments. This bird’s-eye view, combined with granular insights, enabled the client to strategise at the macro level and concurrently detect inefficiencies at specific locations.
Leveraging actionable recommendations from Eclipse AI, the client introduced a standardised Patient Management training program. This initiative aimed to ensure that all staff, particularly those in patient-centric roles, upheld the brand’s service quality benchmarks. The real-time tracking of patient feedback also allowed them to gauge the efficacy of their initiatives continuously.
In four months of executing the suggested improvements, the client achieved:
Unify omnichannel Voice-of-Customer data, analyse it at scale using AI and extract insights to improve performance metrics
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Eclipse AI consolidates and analyzes omnichannel voice of customer data across different channels. Providing visibility, insights and actionable intelligence to drive revenue and growth.
