Case Study: Healthcare Product Manufacturer achieves 16 consecutive quarters of 97%+ call center satisfaction and 12% revenue growth with Beyond Feedback

Healthcare Product Manufacturer - Customer Case Study

Healthcare Product Manufacturer, a company generating over $700M in annual revenue, needed a way to measure and improve customer experience and loyalty across multiple touchpoints—call center interactions, clinical engagements, and continuing medical education—while turning feedback into actionable insight. They engaged Beyond Feedback to build a comprehensive post-interaction and quarterly feedback program to surface issues and drive continuous improvement.

Beyond Feedback implemented post-call, post-clinical and post-CME surveys, an online reporting dashboard, action alerts, quarterly action planning, and quarterly sales team reports. As a result, the Healthcare Product Manufacturer achieved 16 consecutive quarters of call center satisfaction above 97%, a 9% increase in customer loyalty, 12% revenue growth, and over 50 account-specific alerts identified and acted on.