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Eclipse AI Helps Multi-Venue Aged Care Group ensure consistency in Customer Experience

Our client achieved

70% improvement in NPS

32% improvement in Patient Sentiment

36% reduction in Average Monthly Complaint Tickets


Client Overview

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.

Why the client chose Eclipse AI

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:

  • See both an aggregate and location-level view of patient feedback, trends, and sentiments across locations in Australia
  • Receive real-time actionable intelligence from Eclipse AI to drive performance improvement

CX Improvements with Eclipse AI

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:

  • 70% increase in NPS
  • 36% reduction in Average Monthly Complaint Tickets
  • 28% reduction in Average Monthly Support Calls
  • 32% improvement in Patient Sentiment
Author picture

"We’re Aged Care Multi-Venue group each location with their own Google My Business Reviews page. Monitoring patient feedback from all locations and sources was a big hassle for our team, not to mention the time it took to analyse all that data. Eclipse AI helps us consolidate disjointed patient feedback data and provides us a holistic view of all locations in one platform. We use this view to identify performance issues at various locations and implement targeted improvement plans that help ensure consistency in Customer Experience."

Stefan K.
Head of Customer Experience

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