Case Study: Montu Group achieves 32% to 89% satisfaction in 2 days with Survicate

How Montu Group Built a VoC Program That Transformed Customer Satisfaction from 32% to 89% in 2 Days

Montu Group, one of Australia’s leading health tech groups, was struggling to manage customer feedback across multiple teams and five different tools. With surveys running independently and no clear visibility into respondent history or survey fatigue, the company faced duplicate outreach, scattered insights, and slow action on patient feedback. Survicate helped Montu Group replace this fragmented setup with a unified Voice of Customer program using its platform and marketing automation integration.

Using Survicate’s Insights Hub, Research Assistant, and journey-based surveys, Montu Group centralized feedback, identified trends faster, and routed insights to the right teams. The impact was significant: consultation satisfaction rose from 32% to 89% in just 2 days after a platform bug was found and fixed, survey emails dropped by 70%, ad hoc surveys fell by 99%, and more than 50 surveys were deployed across the patient journey.

Montu Group

Swetha Srivatsan

Senior VOC Program Manager