Understand Business Context: Client Satisfaction & NPS Tracking in Healthcare

Challenge

A medical device company developed messaging to support a new urology product with the goal of increasing consistent and incremental sales. To ensure the effectiveness of this new initiative, they needed a way to measure brand awareness and customer satisfaction. A key component of their approach was tracking the Net Promoter Score (NPS) to monitor brand health and gauge the overall success of their marketing campaigns.

NPS has become a critical metric for understanding customer loyalty, making it an ideal tool for assessing the long-term impact of the company’s messaging. The challenge was developing effective marketing and creating a reliable system that allowed the company to track how its brand was perceived over time among healthcare professionals. This ongoing feedback would provide critical insights into the product’s effectiveness and messaging, helping the company adjust its strategy as needed.

Approach

SIVO partnered with the medical device company to develop a comprehensive brand health tracking survey to provide continuous, reliable data on awareness and satisfaction metrics. The survey was designed as a twelve-minute online questionnaire and was fielded regularly to healthcare professionals who interacted with the urology product. This systematic approach provided a consistent flow of data on customer perceptions of brand reliability, product quality, and customer service.

The recurring survey allowed SIVO to capture shifts in the NPS, enabling the client to assess changes in brand perception and overall customer satisfaction quickly. The client could also track the effectiveness of their marketing efforts in real-time, adjusting their messaging strategies and engagement tactics based on the insights gathered. The survey focused on satisfaction and examined other key factors, such as overall brand awareness, customer service, and product reliability, giving the company a holistic view of its brand’s health in the market.

SIVO’s expertise in crafting and executing this type of survey allowed the company to gather meaningful and actionable data. Our team of experts ensured the survey was engaging and easy to complete, maximizing participation from healthcare professionals. The result was a consistent set of metrics that allowed the client to make data-driven decisions throughout the product’s lifecycle.

Impact

The client was able to make informed decisions based on customer feedback, driving revenue through a focus on product quality, marketing adjustments, and customer service improvements. The NPS and other data collected played a significant role in helping the company monitor their market positioning and brand strength over time.

This quantitative validation method gave the company the confidence to proceed with strategic marketing decisions and product improvements. Their ability to track and adjust in response to the data has affected how they continue to engage with their target audience.

How SIVO Can Help

If your company wants to understand the effectiveness of your messaging and track customer satisfaction with precision, SIVO’s team is ready to assist. Our experience developing tailored surveys and providing actionable insights can help your brand make data-driven decisions that drive growth. Contact us today to see how we can support your business objectives and provide the quantitative validation you need to succeed.