Digital trials
Patient experience tracking
Discover how clients perceive your medical services and how to improve
Understanding how patients and clients of clinical providers perceive the service is essential for growth and quality improvement.
We support healthcare providers, clinics, and laboratories in designing and implementing tailored digital surveys to track the customer experience.
These tools help you gather valuable feedback on patient satisfaction, service quality, staff performance, and opportunities for improvement—turning everyday experiences into actionable insights.
We offer a ready-to-use standardized surveys that are fully set up, or you can request customization to meet your specific needs.
CX Solution for Clinics
Patient experience with medical service survey
The survey covers all key touchpoints during a typical medical visit and measures the most relevant CX-related KPIs, including:
​
-
Customer Effort Score (CES) – Measures how easy it is for patients to access care, schedule appointments, navigate facilities, and obtain information.
​​
-
Customer Satisfaction Score (CSAT) – Focuses on both overall satisfaction and specific stages of the patient journey, as well as particular service aspects.
​​
-
Net Promoter Score (NPS) – Assesses the likelihood of recommending the clinic. This can be adapted with questions that target recommendations for specific procedures or services.
The survey also includes operational indicators such as waiting times, and provides an in-depth analysis of satisfaction drivers by mapping all relevant service aspects. These include the provision of information and explanations, patient comfort, privacy, pain management, staff courtesy and professional competence, and facility cleanliness—based on standardized instruments in the field.
Results from different locations can be compared.
CX Solution for Labs
Patient experience with Lab service survey
The survey covers a standard laboratory visit and measures a similar set of KPIs as the clinical survey, adapted for the lab visit experience. These include:
​
-
Customer Effort Score (CES) – Measures how easy it is for patients to schedule appointments and complete the required tests.
​​
-
Customer Satisfaction Score (CSAT) – Focuses on overall satisfaction as well as specific stages of the patient journey and service aspects.
​​
-
Net Promoter Score (NPS) – Assesses the likelihood of recommending the laboratory, with the option to adapt questions to specific test types or services.
The survey also evaluates key satisfaction drivers that help explain changes in the main KPIs—for example: professionalism during sample collection, adherence to sterility procedures, waiting times, and clarity of results presentation. Survey data can be viewed at the location level for most measured KPIs.
​​
Results dashboard example
Get a Quote
Would you like to know what are the pricing options for your project? Let's talk.