Research Study

Excela Health

73% of buyers point to customer experience as an important factor in purchasing decisions.

Client goal: Decipher customer experience metrics across their dozens of practices – and pinpoint where to improve.

With so many primary care and specialist practices in Westmoreland County, Excela Health needed a way to gauge customer experiences. Savvy teamed up with the health system to conduct a secret shopper-style research project.

Savvy deployed our team to contact every Excela Health physician location, multiple times, with different reasons for the call. Information was recorded – how long the customer was on hold, if they had to leave a voicemail, how easy it was to make an appointment, the friendliness of the staff, and more. Our expert team gathered and analyzed the data, all with the goal of improving customer experience and creating effective, ongoing employee training programs.

After multiple years of conducting this research study, Excela Health has seen positive results in all recommended areas of improvement.

From our recommendations, Excela Health instituted employee training programs that caused a significant growth in success in positive customer experiences, in addition to creating policies to ensure best practices.

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