Healthy Living Again Ranks High in Customer Loyalty & Satisfaction
Healthy Living completed a six week customer satisfaction survey process where we asked our customers one question: How likely is it that you would recommend Healthy Living Medical Supply to a friend or colleague? Participants responded on a scale of 1 through 10, with 1 being ‘not likely at all’ and 10 being ‘extremely likely.’ We’re pleased to share that 77.3% of our customers who completed the survey responded to this question with a 9 or a 10. We’re happy with these results as they validate the hard work that has gone into improving our approach to customer service over the past year. While we are pleased with these overall results, 7.84% of our customers responded to this question with a 0-6 – if you are one of our customers who scored us a 0-6 please be assured that we will not rest until you are highly satisfied with our service. We’re already implementing changes such as limited after hours customer support via text message (until 6 pm eastern) and we’re completing another round of customer service representative coaching to ensure ALL customers receive excellent customer care when they call, text, or chat with Healthy Living.
Responses to this question were used to determine Healthy Living’s Net Promoter Score (NPS), which is a benchmark for measuring customer satisfaction and comparing the results with other businesses. To calculate the score the percentage of customers who rated us a 0-6 is subtracted from the percentage that rate us a 9-10. Healthy Living earned a Net Promoter Score of 70 in this current survey round, which is up from a 36 when we conducted our last customer satisfaction survey in July of 2015 (a 36 is considered strong in the healthcare space!) Other companies that consistently earn an NPS in the 60s and 70s include brand favorites such as Apple Computer, Amazon and Zappos. As you can see in the image above, our NPS is significantly higher than the average of the other companies who asked this same question using the Survey Monkey survey product.
So what have we been doing over the past year to improve customer service here at Healthy Living? Here are just a few of the changes we’ve been working on:
-Installing a chat application on our website as an alternative to the phone for customers to place orders and ask questions of our customer care team
-Introducing text messaging for refill notifications – customer feedback on text messaging for refills has been incredibly positive. In addition to receiving refill reminders customers enrolled in this service may text in questions that they have about their order. Customers who receive their order via UPS are also receiving package tracking info via text. This service makes it easy for our members to place orders and get answers to questions fast. To enroll in text messaging send a new text message to 248.577.9903
-We implemented regular call recording review sessions for our customer care agents to grow and improve their customer care skills. At times our customer care has not been as consistent as we’d like and these review sessions have helped our agents receive critical feedback that has helped them improve.
-We use every opportunity possible to build empathy and compassion for our customers living with diabetes. We share articles and engage in discussion on our internal message board and we use our department/company-wide meetings to further grow empathy and compassion for the patient experience.
-We continue to work with reps and vendors to provide onsite product inservices so we can build product knowledge and expertise. We’re one of the few Durable Medical Equipment companies that specializes in diabetes and these product inservices have been invaluable in growing our team’s understanding of the different products and therapies in use by our members.
Thank you to all of our customers who took the time out to complete the survey – we value your feedback as it provides us with the necessary criticism and praise to grow and improve as a team. If you would still like to participate in this survey, please provide us with your email address by sending us a text message to 248-577-9903.