Case Study: Leading Private Healthcare Service Provider boosts NPS by 2.5 points with Adoreboard Emotion AI

Adoreboard enables real-time understanding drivers of patient emotion providing actionable intelligence.

Leading Private Healthcare Service Provider, Healthscope, needed a better way to understand the huge volume of qualitative patient survey feedback it received each month. Working with Adoreboard and its Emotion AI platform, Emotics, the healthcare group set out to move beyond basic sentiment and keyword analysis to uncover the emotional drivers behind patient experiences.

Adoreboard’s Emotics solution, integrated with Qualtrics, analyzed patient comments in seconds and delivered decision-ready insights through a cloud dashboard, helping teams prioritize the issues with the greatest emotional impact. The result was a faster insight process, less time required from senior staff, and a 2.5-point increase in NPS to 83.1, with specific improvements also identified across signage, social distancing, monitoring cuffs, and pre-surgery waiting room experiences.