Driving High Survey Response Rates

Would you be content if a quarter of your executive customer contacts responded to a survey? Happy with a 30% response rate? Thrilled with 40%? Imagine how you’d feel if nearly 60% of your C-level executive contacts responded to your surveys. That’s just what TeamHealth has achieved, and in this session you’ll learn how.

Working collaboratively with hospitals and physicians groups, TeamHealth has adopted a patient-centric model to deliver compassionate, effective, efficient and safe patient care.

TeamHealth embraced NPS three years ago to monitor the experience they were delivering, and proactively address any issues. Today they drive one of the highest levels of participation with 59% response rates from C-level executives. This active engagement does not stop at customer participation; TeamHealth’s business leaders actively use survey data to proactively engage with customers. In this session, Kristi Caruthers will share how TeamHealth has been able to achieve such high participation rates, and how they have engaged business leaders to actively participate in their program.

TABLE TALK

Strike Up a Conversation

When you meet Kristi in person, strike up a conversation! Here are a few insights to get you going:

• Three-word advice for CX success: Act on results.
• Admirable CX practice: Value realization assessments.
• Debunk that myth! Low response rates are expected when surveying busy customers.
• Top tip for raising the profile of CX: Get buy-in at all levels.
• Previous job experience that helped shape my views on CX: As a telemarketer in college I received all types of customer feedback, and still managed to remain positive and diligent throughout.
• Hidden talent? I have run marathons with very little training.