Case Study: IntegraMed Fertility achieves higher patient loyalty and real-time service recovery with Medallia Experience Cloud

Delivering Quality Care, Satisfaction, and Better Experiences to All Patients

IntegraMed Fertility, the largest fertility network in North America with 39 centers and 153 locations, faced limited visibility into patient loyalty (relying only on satisfaction scores), low survey response rates, and a lack of real-time feedback that prevented frontline staff from acting quickly. To overcome these challenges, IntegraMed Fertility turned to Medallia and its Medallia Experience Cloud to capture timely, actionable patient experience data and standardize loyalty measurement across clinics.

Medallia implemented NPS-based, 2–3 minute surveys, closed-loop service-recovery alerts for low scores, Medallia Promote for review solicitation, and targeted touchpoint surveys (including Financial Counseling). As a result, Medallia helped IntegraMed Fertility boost overall NPS by 7 points, increase likelihood-to-recommend by 6% for physicians and 10% for appointments, raise survey response rates from 10% to over 25%, reduce alert close time by 18%, improve Financial Counseling satisfaction by 14 points, and drive higher review volume and employee engagement.

IntegraMed Fertility

Steve Ruvolo

Senior Product Manager, Clinical Applications