St. John's Use of Customer Sat Metrics

Check out the recent article about the value of measuring customer satisfaction online, written for Health Leaders Magazine by Pam Hedman at St. John Health System, a group of 8 hospitals and more than 125 medical facilities in Michigan. St. John is a client of ours–they’ve been measuring customer satisfaction online for about four years now, and wanted to share how customer satisfaction metrics helped them figure out that:

• the composition of site visitors was entirely different than what they expected, requiring changes to the site to address the needs of very specific audiences that weren’t previously considered significant
• improvements      to search more than to any other area of functionality would have the      greatest ROI
• improvements needed to be made to a transactional component of the website, resulting in a 138% increase in site traffic and a much better understanding of what was driving customer acquisition and retention.

Pam also talks about how she used customer satisfaction data to justify budget decisions and secure the funding she needs for web initiatives. Thanks, Pam, for the great article!