Case Study: Ciox Health achieves significant NPS growth and 47% survey participation with NICE Systems (NICE Satmetrix)

Rebuilding a Voice of the Customer Program in the Healthcare Sector

Ciox Health, a healthcare information management company serving more than 2,200 hospitals with roughly 7,000 HIM professionals and about 5 million contacts annually, faced a setback when its customer experience lead departed and COVID-19 disrupted operations. The Voice of the Customer program stalled and survey feedback was being used only for one large client instead of driving company-wide improvements.

Ciox re-energized the program by fully leveraging NICE Satmetrix, creating the Improve the Provider Experience Committee (IPEC) with executive sponsors, automating Salesforce data feeds, and implementing executive outreach and an “at risk” repurchase workflow. Those changes operationalized feedback into measurable actions and drove rapid results: a significant year‑over‑year NPS increase, a 47% survey participation rate, and a 47% improvement in overall perception of the workforce, with plans to expand engagement and further automation.

Ciox Health

Patricia Talley

Director Customer Experience