- Patient Satisfaction Monitoring: Understanding the patient experience
An ongoing patient satisfaction program for a major healthcare provider follows up with adult and pediatric patients after recent office visits.
The result: distributed patient experience results via ViewPointCX™, providing timely feedback to internal stakeholders and improving service system-wide.
- Increasing Clinic Market Share: Determining what women want
CMI conducted focus groups for a specialty clinic for women with the client’s and competitors’ patients to understand the treatment landscape, the decision pathways, and effectiveness of the clinic’s messaging.
The result: uncovered ways to drive more traffic to the clinic through broadening the clinic’s appeal and increasing physician referrals.
- Flexible Brand and Awareness Monitoring: Checking a brand’s vitals
This ongoing assessment of brand awareness for a leading non-profit organization drives timely adjustments to communication strategy and awareness campaigns to enhance effectiveness.
The result: identified highest priorities for increasing donor involvement which improved the marketing campaign
- Understanding Benefits Enrollment: Tackling customer attrition
To better understand customer attrition CMI conducted an immersive ethnographic exploration of the enrollment process for individual health insurance members for the largest national health insurance provider to better understand customer attrition.
The result: dramatically improved marketing materials with effective and clear information to address consumers’ most important questions and concerns.