Case Study: REACH Air Medical achieves a 100% increase in patient-family feedback and 96%+ NPS with Qualtrics

REACH Air Medical - Customer Case Study

REACH Air Medical Services, based in Santa Rosa, CA, provides helicopter and airplane transport for critically ill or injured patients. Because transports are emergency and often sensitive, REACH had no consistent customer-listening tool, couldn’t proactively survey patients and families, collected retroactive low-quality feedback from other groups, and had scattered debriefing data—making it hard to meet CAMTS debriefing expectations.

REACH implemented REACHCares.com with customized Qualtrics surveys for patients, families, and hospital/911 staff, delayed condolence mailings to patients’ households, handed staff feedback cards for immediate responses, and built an electronic debrief form with automatic safety alerts. The result: clear NPS benchmarks (maintaining over 90% overall and >96% for pre-hospital providers), a 100% increase in patient/family feedback, weekly leadership reports, time saved chasing issues, boosted staff morale, streamlined debrief tracking, and stronger client relationships.

REACH Air Medical

Anna Blair

VP of Business Relations & Development