Case Study: Latrobe Community Health Service achieves 61% more feedback and +77 NPS with Resonate CX

Latrobe Community Health Service increases feedback by 61% with Resonate Solutions

Latrobe Community Health Service (LCHS), a not-for-profit healthcare provider, faced a manual and cumbersome feedback system across its 100+ services. This labor-intensive process provided low, inconsistent response volumes with no real-time alerts, making it impossible to confidently track service quality or act on insights at scale. To overcome this challenge, LCHS partnered with Resonate Solutions and implemented its Resonate CX platform.

Resonate Solutions implemented an always-on automated feedback program, which eliminated the manual burden on staff and generated between 800-1,000 responses monthly. The solution included real-time dashboards for immediate issue resolution and AI-powered text analytics to process verbatims. As a result, LCHS achieved a 61% increase in feedback responses, sustained a 20-25% response rate, and reached a peak NPS of +77. This enabled quarterly NPS reporting to the board and data-backed service design decisions across 14 programs.

Latrobe Community Health Service