Background
In today’s digital landscape, healthcare organizations rely heavily on online reviews to build credibility, attract new patients, and maintain a competitive edge. Positive ratings are crucial for fostering patient trust and enhancing visibility on search engines.
As a leader in feedback and engagement solutions, Emojot specializes in capturing real-time insights and guiding organizations to leverage these insights for improved customer relationships and reputational growth.
The Challenge:
Despite offering quality healthcare services, the provider struggled with a lower-than-desired Google rating. Negative experiences tended to surface more frequently in online reviews, overshadowing the positive feedback that satisfied patients often shared privately. This imbalance created a skewed public image that failed to reflect the provider’s true service quality.
A higher Google rating was essential to improve the provider’s search visibility and strengthen its appeal to new patients. The challenge was finding a way to balance this feedback representation by encouraging more satisfied patients to share their experiences publicly.
Solution:
Feedback Collection via Post-Visit Survey
Emojot’s Customer Experience Management (CXM) solution began with a survey embedded in the post-visit email, sent to patients following their appointments. This survey was designed to gauge patient satisfaction and collect detailed feedback on their experience.
Targeted Prompt for Positive Google Reviews
Emojot’s CXM categorized patient responses, identifying those who expressed high satisfaction levels. Patients who shared positive feedback received a follow-up SMS with a link to Google, encouraging them to share their positive experiences online. This prompt was crafted to be friendly and non-intrusive, allowing patients to share feedback conveniently.
Optimized Engagement for Continuous Improvement
By monitoring engagement and refining the timing and tone of follow-up messages, Emojot ensured that the feedback system remained unobtrusive while optimizing the flow of positive reviews. This adaptability kept patient responses high and made the review process seamless.
Results:
Significant Improvement in Google Ratings
Within a year, the healthcare provider’s Google rating saw a remarkable improvement, jumping from 2.9 to 4.5—a 55% increase. This boost not only strengthened the provider’s public reputation but also improved their search engine rankings, attracting more patients to their services.
Higher Patient Acquisition
A higher Google rating increases trust among prospective patients, leading to more bookings. This uptick in patient volume directly contributes to revenue growth, as more patients choose the provider over lower-rated competitors.
Increased Patient Engagement and Loyalty
Patients appreciated the opportunity to share their feedback, feeling more connected to the provider’s commitment to quality. This engagement built a stronger bond with the provider, further enhancing trust and loyalty.
Strengthened Market Position
With a higher rating, the healthcare provider gained a distinct advantage over competitors, attracting new patients and reinforcing its position as a reputable, patient-centered organization.
Conclusion
The Value of Positive Feedback Promotion
Emojot’s approach demonstrates the impact of selectively promoting positive experiences. By using patient feedback as a reputational tool, healthcare providers can more accurately reflect service quality online.
Scalable and Adaptive Model
This feedback strategy can be applied in various healthcare and service contexts, proving the effectiveness of targeted online reputation management. It also shows that a patient-centered approach to reputation building can yield substantial benefits.