Case Study: Experian Health achieves a 16-point NPS increase and 37% employee engagement boost with Alida

Empowered to lead with empathy—Experian Health uses Alida to discover & action VoC & VoE

Experian Health, a data and operations management provider used by over 60% of U.S. hospitals, partnered with Alida and leveraged the Alida Spark insight community to respond to the disruption caused by COVID-19. Faced with rapidly changing needs from healthcare customers and employees, Experian Health needed an insight-driven, empathetic plan to improve communication, support, and product relevance quickly.

Using Alida to run voice-of-customer and voice-of-employee programs, Experian Health surveyed customers and staff, identified pain points, and delivered targeted actions — including two free COVID-19 tools, improved communications, and networking support. Guided by Alida’s insights, Experian Health achieved measurable results: a 16-point increase in NPS, 37% higher employee engagement, and an overall improvement in customer and employee experience.

Experian Health