Physio Extra increased their customer satisfaction with InputKit

Date: September 4, 2020

Before implementing InputKit, we spent 5 hours a week sending SurveyMonkey surveys to patients, manually compiling the results, and sending them to the clinical directors. We took very little direct action with customers because the results weren't client-specific, and feedback always came too late. It was a lot of reporting with very little action. Since we've started using InputKit, it's a whole new ballgame. First, the process is automated, we survey the patient immediately, the response rate is much higher, and we can now be proactive with dissatisfied patients. Each director has a live dashboard for their clinic. We've involved them, and they manage detractors within 24 hours. When a patient simply didn't like the therapist's approach, the director can correct the situation by offering another therapist and prevent losing that patient. We've been able to involve not only our directors but also the therapists. They can now see their individual reports, surveys, and analyze them themselves. Our NPS has gone from 77 to 80 in less than a year, and InputKit helps us identify improvement opportunities and enhance our patient experience. InputKit gives us a return on investment of at least 9x, and I highly recommend it!

Marco Raffis
Senior Associate, PhysioExtra