Case Study: TheSocialMedwork improves patient experience with SatisMeter

How TheSocialMedwork improved their product with user research

TheSocialMedwork, a medicine access platform based in Amsterdam, needed a better way to understand how patients experienced its website, support, and logistics journey so it could improve the product and prioritize the right fixes. They chose SatisMeter’s NPS and CSAT surveys because they needed a highly customizable, automated solution that could run on the website, send email surveys based on triggers, and integrate with tools like Zendesk and Segment.

With SatisMeter, TheSocialMedwork set up website surveys to capture drop-off reasons on key pages and automated CSAT surveys through Zendesk at different stages of the patient journey. SatisMeter’s flexibility, multi-environment support, and fast customer support helped the team avoid integration issues and save manual effort, while the feedback revealed where to improve the experience and also highlighted what was already working well. The company also saw survey completions grow as patient demand increased, giving them a clearer view of how patients were experiencing the service.

TheSocialMedwork

Marko Jak

Chief Growth Officer