MedTech form

We understand that you will be challenged to choose the answer that fits your current stage exactly for some of the questions. In such cases, we recommend choosing the closest option.

General Business Strategy:

1. How would you describe your existing offering to healthcare providers?

a. We offer mainly products

b. We offer mainly products and services

c. We offer products, services and consulting

d. We offer end-to-end solutions including products, services, consulting, refresh and upgrade programmes and cover ad-hoc requests

2. How do you build partnerships with healthcare providers?

a. We work with medical professionals who use our equipment

b. We work with medical professionals and department heads

c. We build strategic partnerships with medical professionals, department heads and senior management

d. We build strategic partnerships with all stakeholders - medical professionals, department heads, senior management and administrative staff (purchasing, procurement, etc.)

3. How do you measure the satisfaction and overall experience of healthcare providers with your offerings?

a. We get occasional feedback from our sales or account managers

b. We ask medical professionals who use the equipment for feedback after key interactions

c. We run a regular relationship study with department heads and senior management

d. We run a complete program measuring our transactional performance with users and assessing our overall relationship with department heads and senior management

4. How do you support healthcare providers to improve patient care and experience?

a. We provide product-related patient experience support upon request

b. We proactively help them deliver a better patient experience with our products

c. We proactively help them deliver a better patient experience throughout the entire department in which our products are used

d. We help them deliver a better patient experience throughout the entire hospital

We understand that you will be challenged to choose the answer that fits your current stage exactly for some of the questions. In such cases, we recommend choosing the closest option.

CX Overall Strategy:

5. What is the progress with the implementation of your CX program?

a. We are just starting our program

b. We have at least one of the following elements ready - customer personas, journey mapping, regular tracking, trigger-based actions, etc.

c. We have more than one of the following elements ready - customer personas, journey mapping, regular tracking, trigger-based actions, etc.

d. We have a full setup with all elements

6. How is your CX program aligned with the company strategy and vision?

a. Our CX program is aligned with a few managers

b. Our CX program is aligned with the C-suite and a few managers

c. Our CX program is aligned with the C-suite and all managers

d. Our CX program is aligned with the C-suite, all managers and teams and it is in the heart of our strategy and vision

7. How is your customer experience managed?

a. CX is managed by a non-dedicated CX professional at the company

b. CX is managed by a central CX lead or team who collaborates with customer-facing functions

c. CX is managed by a central CX lead/team supported by a CX executive for every market/business vertical who collaborates with other customer-facing functions

d. CX is a cross-team responsibility of global and local CX teams and other customer-facing teams, while other administrative functions are also involved

8. How do you measure the business impact of your customer experience (CX) program?

a. We have a general agreement that customer satisfaction facilitates the achievement of our business goals

b. We measure the business impact of some CX initiatives

c. We measure the business impact of most CX initiatives

d. We measure the business impact of all individual CX initiatives and the entire program

We understand that you will be challenged to choose the answer that fits your current stage exactly for some of the questions. In such cases, we recommend choosing the closest option.

Engage:

9. How do you collect customer feedback?

a. We don’t collect customer feedback in a systematic way

b. We collect customer feedback at irregular intervals manually

c. We collect customer feedback at fixed intervals manually or in an automated way

d. We collect customer feedback continuously and the process is fully automated

10. What channels can your customers use to provide feedback?

a. Customers don’t have a direct way to provide feedback

b. Customers can share their feedback through a single official channel

c. Customers can provide feedback through several channels

d. Customers can provide feedback through multiple channels and select the one that they prefer

11. How do you guarantee that you capture all customer touchpoints?

a. No structured process is in place

b. Feedback is only collected for several touchpoints

c. Feedback is collected for most of the touchpoints

d. Feedback is collected for all touchpoints

12. How do you track the progress of your program?

a. We don’t track the progress of our program

b. We occasionally check our performance (e.g. satisfaction, response rate)

c. We often track our performance (e.g. satisfaction, response rate)

d. We constantly track our performance through a real-time dashboard (e.g. satisfaction, response rate)

We understand that you will be challenged to choose the answer that fits your current stage exactly for some of the questions. In such cases, we recommend choosing the closest option.

Understand:

13. Who uses customer feedback and insights within your organisation?

a. Only the CX team and lead use customer feedback and insights

b. Customer-facing and CX teams use customer feedback and insights

c. C-suite, customer-facing and CX departments use customer feedback and insights

d. All departments and levels use customer feedback and insights tailored to their specific needs

14. How do you satisfy the needs of the different stakeholders within the organisation?

a. We send specific insights occasionally or upon specific request

b. We create regular reports manually and send them to stakeholders

c. We generate automated reports and share them with all stakeholders

d. We generate automated reports and provide all stakeholders with access to a real-time dashboard which they can use to take decisions

15. How do you analyse customer comments?

a. We just read them through

b. We categorise comments manually to identify key topics

c. We use a standardised text analytics framework that automatically extracts sentiment and most popular topics

d. We have a customised text analytics framework, tailored to our business specifics, which automatically extracts sentiment, most popular topics, emerging trends and future client needs

16. How do you understand which are the most important customer satisfaction drivers?

a. We haven’t run such an analysis yet

b. We have run one-off satisfaction driver analysis to understand the overall positive and negative drivers

c. We have run one-off satisfaction driver analysis to understand the overall positive and negative drivers as well as the specific drivers of drivers per touchpoint

d. We run regular driver analysis to understand the overall positive and negative drivers as well as the specific drivers of drivers per touchpoint

We understand that you will be challenged to choose the answer that fits your current stage exactly for some of the questions. In such cases, we recommend choosing the closest option.

Mobilise:

17. How do you prioritise your CX activities?

a. We prioritise the resolution of urgent customer issues

b. We prioritise our activities based on their impact and importance for the customers

c. We prioritise our activities based on well-defined CX metrics which enable us to solve problems and share best practices

d. We prioritise our activities based on well-defined CX metrics and their impact on operational and financial performance

18. How do you close the loop with your customers?

a. We contact only the very dissatisfied customers

b. We contact all dissatisfied customers

c. We contact all dissatisfied customers and follow up with them on what we have improved

d. We contact all dissatisfied customers and follow up with them on what we have improved as well as the very happy ones to thank them and activate referrals

19. How much time do you need to close the loop?

a. It’s upon the discretion of the main contact holder (e.g. customer service team or account manager)

b. More than 72 hours as a standard

c. 24-72 hours as a standard

d. Less than 24 hours as a standard

20. How do you incorporate CX insights into your decision-making process?

a. We use CX insights to manage specific customer cases (feedback calls, etc)

b. We use CX insights to improve all customer management plans

c. We use CX insights to improve our annual CX strategy

d. We use CX insights to improve all aspects of our business strategy – products, services, segments, etc.