Case Study: Dialogue achieves higher patient satisfaction and actionable NPS insights with Delighted

Dialogue - Customer Case Study

Dialogue, Canada’s largest telemedicine company, needed a reliable way to measure and improve patient and client satisfaction as it scaled its B2B-first virtual care platform. To capture usage and sentiment at scale and to educate stakeholders about virtual care, Dialogue adopted Delighted’s feedback solutions—using Delighted NPS as a company-wide metric and Delighted CES in support and success interactions—to track satisfaction across provinces, languages, and high-volume daily visits.

Delighted’s email-triggered NPS surveys, Additional Questions, website surveys and integrations (Front, Slack) feed tagged verbatim comments into monthly reviews with customer success, product and medical ops, enabling data-driven improvements. Using Delighted, Dialogue has captured feedback in the thousands, maintained an NPS significantly higher than healthcare comparables, tracked responses during COVID, and launched changes such as a self‑booking appointment feature—measurable shifts that improved patient experience and aligned teams around continuous improvement.

Dialogue

Olivia Krusel

Senior Manager of Customer Strategy