Healthcare
Customer Satisfaction and Loyalty Measurement
Customer satisfaction (CS) research has been a cornerstone of ORC International’s business for more than 60 years. Every client has different requirements and we tailor our approaches accordingly. Techniques range from global quantitative consumer satisfaction work (conducted in the call centre or online) to senior level, in-depth, business customer evaluation work – undertaken face-to-face by consultant interviewers.
Business-to-Business client satisfaction
Facilitating enhanced customer relationships and performance improvement at both account and corporate levels, we offer businesses a holistic and tiered approach to client satisfaction programmes using techniques that reflect the balance of a client’s customer portfolio.
While a significant proportion of our revenue is based on high volume quantitative telephone and online customer satisfaction research, we also have the capability to conduct in-depth research with clients’ high value "champagne" customers.
Drawing on a pool of highly experienced consultant interviewers we can conduct face-to-face customer interviews, in local language where necessary.
Interviews are wholly attributable, each resulting in a comprehensive report with clearly prioritised customer requirements, which can form the basis of an agreed improvement plan between the account manager and the customer. The rapport developed between interviewer and respondent in this process is obviously critical to a successful interview and reliant upon the experience and credibility of the interviewers used.
Customer satisfaction and loyalty measurement case studies
Healthcare equipment distributor– customer analysis
Improving the experience of 200,000 patients at Nuffield Hospitals
Large healthcare company – process control software survey
Large healthcare provider – event-based study of customer satisfaction
Medical device provider – customer research to drive market share
Private hospital group – hospital consultants survey
Technical equipment manufacturer – customer research
Click here to contact the healthcare team >>
Alternatively, contact Marketing on 020 7675 1151 or e-mail website@orc.co.uk
