Case Study: DASA (Diagnósticos da América SA) achieves next-day, full-scale patient-feedback analysis and a 21-point NPS gain with NICE Systems' Nexidia Analytics

DASA Listens to Patients with NICE Nexidia Analytics

DASA, Brazil’s leading healthcare services provider, operates diagnostics, hospitals and a telemedicine platform serving nearly two million people annually. When it migrated from its legacy LIVIA platform to the NAV solution, the change generated a surge of complex customer feedback that manual processes couldn’t keep up with—feedback went unread for weeks, making it hard to identify whether complaints were about providers, login issues, or platform problems.

By deploying NICE Nexidia Analytics (with Blue6ix), DASA automated large-scale categorization and next-day reporting across 20 brands, analyzing 500,000 responses and publishing results on 10 internal dashboards. The solution cut processing from weeks to a day, enabled rapid escalation of critical issues, and drove measurable impact: a 21-point NPS improvement, a 9% revenue increase per telemedicine session, and faster, data-driven platform fixes and adoption.

DASA

Marcia Bandeira Pezutto

Customer Experience Manager