Case study
How La Clinique du Sommeil quadrupled its Google reviews and reached a 4.9-star rating in just 6 months with InputKit
Discover how La Clinique du Sommeil went from 87 to 349 Google reviews and from a 4.5 to a 4.9 rating in six months with InputKit, by linking every follow-up to the professional the patient met.
4x
More Google reviews in just 6 months
In the sleep health industry, trust plays a central role in the patient experience. Every consultation takes place in a private setting where the quality of listening, the clarity of explanations, and the professionalism of the team can have a major impact on how patients perceive the care they receive.
La Clinique du Sommeil operates two locations: Clinique Du Sommeil De La Mauricie in Trois-Rivières and La Clinique Du Sommeil Des Laurentides in Saint-Jérôme. With two teams to manage and consultations conducted individually with patients, management wanted to go beyond the general surveys it had previously been using.
The objective was clear: gain a better understanding of what actually happens during consultations, quickly identify dissatisfied patients, monitor the quality of service provided by each professional, and access structured data that could also support the clinic's accreditation requirements.
Only 6 months after implementing InputKit, the results are already significant
- 87 ➝ 349 Google reviews
- Google rating: 4.5 ➝ 4.9 stars
- 4× more Google reviews in just 6 months
- Patient satisfaction tracking directly linked to the professional they met
- Proactive detection of dissatisfied patients
- Structured analysis of the patient experience across 2 clinics
Today, La Clinique du Sommeil has a much clearer view of the experience delivered across its clinics while rapidly strengthening its online reputation.
- Sleep health clinic
- Industry
- 2
- Locations
- Trois-Rivières and Saint-Jérôme
- Regions
- 2026
- Implementation date
4x
More Google reviews in just 6 months
4.9
Current Google rating
33,646
Google Business Profile views
The challenges before InputKit
Before implementing InputKit, La Clinique du Sommeil already had a system in place to send surveys to patients after their appointments.
The issue was not the absence of surveys, but rather the quality and precision of the information being collected.
The previous questionnaire was general, identical for every patient, and was not linked to the specific professional they had met. Management could obtain an overall impression, but it was much harder to understand exactly what happened during an individual consultation.
This limitation was particularly important because consultations take place in private offices. Once professionals are trained and the patient enters the consultation room, management has very little visibility into the experience actually being delivered.
As Emmanuelle Paré, Director of Personnel at La Clinique du Sommeil, explains:
“What was important for us was to get feedback that was really connected to the professional the patient had met. We wanted to have a clear picture of the consultation and understand how it went.”
Several challenges therefore needed to be addressed
- better understand the experience during each consultation
- associate feedback with the professional actually seen
- quickly identify dissatisfied patients
- obtain concrete data to improve operations
- more easily compare results between the two clinics
- access structured reports to support accreditation requirements
- build an online reputation that better reflects the quality of care provided
The clinic also had to address requirements specific to private healthcare. Some surveys are used to document the patient voice and support accreditation processes, with questions related to facility safety, clinical practices, and the overall quality of the experience.
But management wanted to go further by incorporating more indicators directly related to customer service and the patient experience.
The clinic needed to move from a general survey to a true patient experience management system.
How InputKit transformed satisfaction management
Implementing InputKit completely changed the way La Clinique du Sommeil collects and uses patient feedback.
After a completed appointment, patients automatically receive a short survey. Unlike the previous process, responses can now be linked to the professional they met and analyzed much more precisely.
Management now has access to information for each question, averages, comments, clinic-level results, and indicators that help provide a better understanding of what influences satisfaction.
The platform also allows Emmanuelle to be notified when a patient expresses dissatisfaction, so that a follow-up can be completed and the case can then be considered resolved.
“I like the fact that we receive an email when a patient isn't happy.”
This transformation has made it possible to
- collect patient feedback continuously
- monitor consultation quality more precisely
- identify trends specific to each clinic
- quickly identify dissatisfaction requiring follow-up
- obtain concrete data on the experience delivered by professionals
- centralize patient comments
- use results for accreditation and continuous improvement initiatives
This ability to identify problems quickly changes the way the clinic manages the patient experience. Instead of waiting for a patient to contact the clinic themselves, the team can identify problematic situations and intervene proactively.
The data also makes it easier to understand why certain results vary.
For example, the clinic can notice that an indicator is slightly lower at one location, analyze the comments, and realize that the issue is related to something like parking rather than the quality of the consultation itself.
This distinction is essential. It prevents a drop in satisfaction from automatically being attributed to the professional and allows management to focus improvement efforts in the right place.
Stronger Google visibility in just 6 months
The transformation of the patient experience has also been accompanied by extremely rapid growth in La Clinique du Sommeil's online reputation.
In only six months, the organization went from 87 to 349 Google reviews, representing approximately 4 times more reviews, while its average rating increased from 4.5 to 4.9 stars.
This growth is especially impressive considering how recently InputKit was implemented.
For Emmanuelle, the difference compared with the previous process is particularly striking:
“It's like night and day compared with what we had before. Honestly, there's no comparison. It really boosted our results.”
Google Business Profile activity
The clinics' Google Business Profiles generated 33,646 views in six months.
- 2,490
- Website clicks
- 1,909
- Call clicks
- 2,144
- Direction requests
These numbers show that online reputation plays a concrete role in the patient journey. After discovering the clinic on Google, thousands of people take action by visiting the website, calling directly, or requesting directions to one of the locations.
Reaching a 4.9-star rating, combined with the rapid increase in review volume, also gives prospective patients a much more complete representation of the experience offered.
And after only six months, the growth continues.
Measurable results and a better understanding of the patient experience
The most important change for La Clinique du Sommeil goes beyond increasing its Google reviews from 87 to 349.
InputKit now gives management a much more detailed understanding of what patients actually experience across both clinics.
Results can be analyzed by question, professional, and location. Reports also provide an overall view of performance and make it possible to identify trends that would have been much harder to detect with the previous system.
Today, La Clinique du Sommeil benefits from
- a much clearer view of the patient experience
- feedback directly linked to the professional seen
- proactive management of dissatisfaction
- concrete data to identify areas for improvement
- better understanding of differences between the two clinics
- a structured process supporting accreditation requirements
- a Google rating that increased from 4.5 to 4.9 stars
- 4× more Google reviews in only six months
Positive comments also become a tool for internal recognition. When a patient specifically highlights the work of a professional, Emmanuelle can share that feedback directly with the person concerned.
This approach means feedback is not only used to identify what needs to be corrected, but also to recognize what teams are doing well.
In only a few months, InputKit has evolved from a simple survey tool into a true patient experience management system for La Clinique du Sommeil.
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