Case Study: athenahealth achieves rapid, automated customer feedback analysis with Luminoso

athenahealth operationalizes customer feedback to drive clinical and financial results

athenahealth, a leading provider of network-enabled services for hospital and ambulatory customers, collects over 6,400 monthly survey responses from doctors, nurses, and managers. Their Voice of the Customer team used these responses to drive retention, growth, and product decisions, but the volume and nature of the data made manual review impractical and many NLU tools ineffective; prior attempts (in-house tools, open-source NLU, and quarterly “tagging marathons”) were slow and resource-intensive. They needed a way to quickly categorize limited-response feedback, quantify the issues that most affected customers, and surface deeper insights without tying up analyst time.

athenahealth operationalized Luminoso to automate tagging and classification, chaining different classifications across existing and new labels while preserving internal structure and logic. The system sped analysis, improved accuracy, and eliminated quarterly tagging marathons, freeing analysts to focus on interpretation and action. As a result, athenahealth can analyze thousands of responses across user segments, incorporate customer insights across the product life cycle, prioritize fixes and product requests, and deliver timelier clinical and financial improvements.

athenahealth