Hospital Patient Experience: competitive landscape tracking, NPS & complete patient feedback system

4% revenue growth 10% increase in patient satisfaction 14% NPS score improvement 6 hospital branches implemented the PX program immediately The business problem Our client had to crack the complex competitive landscape and understand how to provide exceptional customer service to stand out. While working with an international hospital chain on creating its customised Patient Experience Program, we faced 3 main challenges. Our client lacked a deeper understanding of the…

AI will lead the way: market mapping & opportunity assessment

1 GLOBAL AI-START-UP ACCELERATOR PROGRAM 6 GROWTH STARTUP BUSINESS COLLABORATIONS 12 LONG-TERM HOSPITAL SOLUTION DEVELOPMENT 2 AI DEVELOPMENT FOCUS AREAS REVEALED As a result of the pandemic AI is currently no longer the top priority of both the MedTech giants and the healthcare systems. However, once we are able to look beyond the immediate demands that raised due to the COVID crisis, AI will again emerge as a key area…

Increasing brand satisfaction through user attitude studies

The business problem Our client, a leading financial services provider, tasked us to provide high-value, strategic insights for two markets separately. The project started with a pilot in Italy and had a subsequent second part in the UAE. Our task The main goal of the project was to gain a deeper and more granular understanding of brand awareness and brand loyalty, as well as benchmark the company against its main…

Product concept, price & GTM test

73% awareness 21% consideration 1,000 users in 1 year Our client Our client, a leading medical solutions provider, needed market intelligence support and strategic insights for the launch of its new Health cloud platform for hospital operational and financial improvement. In the course of the project execution, we went through four main stages: Competitive landscape analysis To help our client understand the competitive landscape, we mapped a wide range of…

Competitive intel & customer segmentation

8 immediate action plans across key markets 2 strategic acquisitions 21% increase in brand consideration 10% increase in brand preference The business problem Our client had to differentiate from the competition and offer complete solutions to improve its market position. While executing a project for one of our clients, an established medical device manufacturer, we had to develop solutions, addressing 4 main challenges. Our client was a late entrant with…

Root Cause Analysis

Getting to the bottom of what customers really want Usually, when companies want to improve customer experience, service and even their products, their go-to place is the open-ended questions from surveys. They run a key driver analysis to understand which topics contribute to a positive NPS® score and which don’t. The problem with this approach is that insights are too broad to inspire specific improvement actions. When you run such…