Case Study: Banner Health achieves faster, more responsive patient experience improvements with Medallia Admin Suite

Self-service capabilities drive speed and flexibility to improve the patient experience

Banner Health, a large nonprofit health system operating hospitals, clinics and telehealth services across six states, needed faster, more flexible ways to capture and act on patient feedback so leaders could improve experience during a rapidly changing environment. To centralize and accelerate voice-of-the-customer programs, Banner turned to Medallia and implemented the Medallia Admin Suite to give teams the ability to build, modify and distribute feedback tools without long delays.

Medallia delivered a self-service hybrid solution (with service support) that automated alerts, service recovery and reporting so the right data reaches the right people quickly. The program went live in under 90 days and drove a 40% increase in engagement, a sevenfold rise in end users — including 4,400+ providers — faster decision-making, and measurable workflow changes (for example in ED check-in), while freeing the customer research team to focus on strategic work.

Banner Health

Bill Mauro

Customer Research Senior Consultant