Customer Satisfaction

When customers purchase your healthcare offering, they also make an implicit decision to interact with your sales staff, technology, developers, support personnel, account managers, trainers, documenters, accounts receivable staff, etc. Customer satisfaction therefore relies on enterprise-wide performance, each department interacting with the customer and influencing the customer’s opinion.

Indeed, the measurement of customer satisfaction is an aggregate of the experiences of multiple groups within each customer company at the touch-points that are relevant to each of them. A critical step to a comprehensive customer satisfaction program is to identify the customer “touch-points” (i.e., points at which employees, products or services have direct interaction with    the customer) and establish metrics and benchmarks that completely assess business and workforce performance in the context of the customer.

Gantry’s Customer Satisfaction solution provides you with the services and technology to adopt a continuous customer satisfaction improvement   mandate. By providing the right customer feedback information to the right people at the right time, Gantry’s program offers you the foundation to build closed-loop incremental customer satisfaction improvement into your everyday business processes. Through your Stakeholder Dashboard, a private, cloud-based portal, you can monitor customer satisfaction for the customer base as    a whole, by individual customer, or by functional group. With access to timely, relevant data, your management team can effect interventions, develop remediation plans, and monitor progress.