Case Study: MYA achieves industry-benchmark NPS with CloudCherry

Collecting feedback along the journey to rectify negative experiences & improve patient satisfaction

MYA, one of the UK’s leading cosmetic and plastic surgery providers, wanted a better way to capture patient feedback across its journey. Its existing CRM-based email surveys were too long and generated low response rates, leaving the team with limited insight into patient satisfaction at key touchpoints. To address this, MYA turned to CloudCherry for a faster, easier feedback management solution.

CloudCherry implemented an SMS-based Voice of Customer program with short NPS® surveys and follow-up questions after visits to clinics and hospitals. This improved response rates significantly and enabled real-time detractor alerts, faster loop closure, and analysis of recurring issues for continuous improvement. As a result, MYA achieved a 35% higher NPS® than the industry’s monthly average, helping it reach benchmark-level customer experience performance.

MYA

Tim Sluman

IT and Operations Manager