Case Study: a leading national healthcare provider improves member feedback collection with Survox IVR surveys

Survox Helps National Healthcare Enterprise Capture Member Feedback And Improve Customer Service

a leading national healthcare provider for Medicaid and special services needed to efficiently capture feedback on its third-party transportation services. The challenge was to reach its demographic, which had low internet adoption, immediately after a service was rendered while complying with HIPAA and state-level regulations. The company engaged Survox to implement an Interactive Voice Response (IVR) phone survey solution.

Survox implemented an outbound IVR system that managed compliance, calling rules, and direct data streaming to an analytics platform. The solution included voice recording for open-ended feedback. As a result, Survox launched the program ahead of schedule and achieved a 9.5% participation rate, exceeding expectations. This allowed the healthcare provider to capture the true voice of the customer, identify specific service issues, and work with its transportation vendors to improve service quality.