Case Study: Medicover achieves higher patient satisfaction and stronger NPS insights with Startquestion

How to Built a Customer-Oriented Organization with NPS Methodology Medicover Case Study

Medicover Poland, a major private healthcare provider, sought to improve patient satisfaction and loyalty by implementing a Voice of Customer program. Their challenge was to move beyond simple survey reports to fully integrate the patient's voice into the organization's DNA and employee duties, requiring a system that could automate research and distribute feedback.

The vendor, Startquestion, provided an online platform to conduct Net Promoter Score (NPS) surveys, which were automated and integrated with Medicover's systems. This solution delivered immediate, actionable patient feedback, achieving a 13% average response rate and sending 200,000 monthly invitations. The program successfully increased customer satisfaction, which was then tied to employee bonuses, and provided the data-driven insights needed to justify premium increases and drive business growth.

Medicover