Consumerism - Journey Map Survey

What is the most advanced process you are using to retain customer loyalty?

Capturing outcome measures for compliance and quality improvement initiatives
Embedding outcome measures in the care plan to engage patients and produce better outcomes
Assessing outcomes longitudinally through HRAs, care transitions monitoring, and post-care evaluations
Altering individual care plans and the redesign of care pathways with outcome measures
Patient-reported outcomes are the ultimate measure of customer service success and excellence

What is the current state of your consumerism strategy?

Consumerism is a widely accepted component of the organization's strategic plan.
Defined measurement and KPIs established for delivering customer-centric health
Centralized ownership and elimination of siloes to deliver customer-centric healthcare services
Consistently innovating and adopting next practices that enhance the customer experience
From boardroom to bedside, the organization operates with a culture of customer obsession

What practices are you currently using in your organization to support a culture of customer success?

Conducts training on the importance of service excellence
Established service excellence standards are frequently assessed competencies
Employees are provided targeted coaching around key drivers of customer loyalty--and disloyalty
Organization consistently celebrates and promotes stewards of service excellence
Organization has a culture that originally shares new ideas and strategies to advance service excellence

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