Nov. 20, 2012
/PRNewswire/ -- Acuo Technologies®, the world leader in high-performance software and services for clinical content management and data migration, announced today successful results from a newly implemented customer satisfaction program.
With a rapidly growing global customer base, leaders at Acuo were determined to preserve the company's ability to proactively respond to customer needs in a timely and individualized manner. They also wanted to expand their capability to monitor and measure customer satisfaction with Acuo products and across all professional services, from software implementation to data migration, customer support and project management. Acuo needed a scalable survey method that would be fast and convenient for customers while providing the greatest number of responses with quick turnaround of results.
Acuo worked with healthcare solutions provider Katalus to implement its PeerIntel solution, which gathers rapid customer feedback by combining a mobile survey platform and a proven methodology. With PeerIntel, Acuo sought to capture actionable data about customer loyalty and satisfaction using the Net Promoter Score® (NPS) methodology. The NPS approach for measuring Acuo's customer satisfaction used a single survey question that correlates strongly with expanded use of Acuo products, potential for referrals and other actions that will contribute to the company's growth.
Using PeerIntel, Acuo received feedback from 46% of its customers. Most customer insights were received in just three days and the response rate exceeded all previous Acuo customer satisfaction initiatives combined. "Acuo's customer loyalty score was one of the highest we've seen in the healthcare technology industry," said
, CEO of Katalus. "All survey scores and comments are accessible to Acuo leaders through a real-time executive dashboard, giving them the information needed to quickly follow up and resolve any customer issues."
In addition to the NPS index, which will serve as a baseline for future customer research, survey responses are helping Acuo better understand how clients plan to expand their use of the company's Universal Clinical Platform across the healthcare enterprise. Acuo plans to continue its use of PeerIntel, along with other client communication initiatives, by establishing a quarterly program for gathering feedback from global customers.