When it comes to understanding your customer base, one of the most critical questions you can ask is, “Which of our patients are we making the happiest and the least happy?” At Feedtrail, we’re dedicated to helping you answer this question with precision and clarity. Our latest patient experience insights reveal fascinating trends that could revolutionize the way you approach patient satisfaction—particularly when it comes to age.

 

Imagine being able to use your patient experience data to pinpoint exactly which age group is consistently delighted with your services, and which might need a little extra attention. This isn’t just a “nice-to-know” statistic- it’s the key to unlocking targeted strategies that can elevate your Net Promoter Score (NPS) across the board.

 

Understand What NPS Is and How It’s Measured

 

NPS is one of the most widely used and accepted metrics to keep up with consumer experience and better anticipate business growth in the future. NPS is generated by asking “How likely is it that you would recommend us to a friend or colleague?” with responses scored on a 0 to 10 scale. The score is calculated by taking the percentage of promoters and subtracting the detractors and the NPS range is -100 to 100, with a score above 50 considered excellent.

 

Insights from Healthcare NPS Data: Older Patients Are Happier, Younger Patients Need Attention

 

We analyzed healthcare NPS data from over 760,000 patient surveys during January 2024 to July 2024 by age group and uncovered some compelling trends. Diving into the patient experience data we see that patient satisfaction isn’t distributed equally across all ages. The NPS data reveals that older patients, particularly those aged 56 and up, are significantly happier with the healthcare services provided. Their NPS scores consistently soar in the 90s, with those over 65 being the most satisfied of all.

 

On the flip side, younger age groups, especially those aged 19-35, show lower NPS scores. While still relatively satisfied, their scores are notably lower, hovering in the mid to high 70s. These insights are a goldmine for any healthcare organization looking to improve patient satisfaction.

 

By understanding that younger customers are having worse experiences than their older counterparts, you can tailor your services, communications, and engagement strategies to better meet their expectations. You can look at the patient survey feedback from patients aged 19-35 to pinpoint issues and areas or processes to target for improvement. Additionally, you can customize the survey questions you send to younger patients to better understand their experiences.

 

This is where targeted improvement strategies can make all the difference. Whether it’s enhancing digital experiences for tech-savvy younger customers or providing more personalized care for older ones, the opportunities are endless.

 

Why NPS Insights Matter for Your Organization’s Growth

 

Why does this matter? Because the key to sustainable growth lies in your ability to delight every customer, regardless of age. If your younger customers aren’t as happy, they’re less likely to be loyal and recommend your services to others. Even though the NPS scores for the different age groups are in the excellent range, each point bump in your NPS score ties directly to revenue growth.

 

Research found that a 10 point increase in your NPS score correlates with a 3.2% increase in revenue. Similarly, the London School of Economics calculated that a 7% increase in NPS equates with a 1% increase in overall revenue. Creating happy patients also creates a healthier bottom line.

 

Feedtrail Customer Success: CHOC’s ED historically had a low Net Promoter Score, but within five months of deploying Feedtrail, deeper insights allowed them to understand where to focus improvements and they increased their NPS by an impressive 54 points.

 

Uncover Insights from Your Patient Experience Data with Feedtrail

 

So, I ask you: Do you know which age group is the happiest with your services? If not, now is the time to find out. With Feedtrail’s insights, you can ensure that every patient demographic leaves feeling satisfied and valued. After all, in today’s competitive landscape, understanding your customers’ happiness isn’t just an advantage—it’s a necessity.

 

Ready to dive deeper into your NPS? Contact Feedtrail today to learn how we can help you understand your customers better than ever before to ensure loyal patients and grow revenue.

 

 

 

 

About Ryan Phillips, Customer Success: Ryan Phillips is a member of the Feedtrail Customer Success team and based in Long Beach, California. Ryan’s background in management consulting allowed him to bring expertise in software deployment and professional services to Feedtrail as the company’s first employee. Since then, Ryan has played a pivotal role in implementing, supporting, and strategizing with customers both large and small. Ryan has also had in hand in facilitating the development of the Feedtrail XM Platform applications such as employee experience, flexible messaging, and rounding.

The Beryl Institute, in collaboration with Ipsos, has released its latest PX Pulse report for June 2024, providing a detailed exploration of consumer perspectives on patient experience in the United States. As the 15th release in this ongoing series, the report continues to shed light on critical trends and areas for improvement in the healthcare industry. The findings offer a snapshot of current consumer attitudes and expectations in healthcare, focusing on quality of care, patient interactions, and the emerging role of artificial intelligence (AI) in healthcare.

This blog walks through the key findings, implications for healthcare providers, and how Feedtrail can help.

 

Key Findings

Perception of Healthcare Quality and Experience

One of the primary takeaways from the report is the stagnant perception of healthcare quality. Only 40% of respondents rated the quality of healthcare as “Very Good” or “Good,” a figure that has remained unchanged over the past three quarters. Similarly, the overall patient experience has held steady at 62%, down from previous years. These numbers highlight a critical need for healthcare providers to intensify efforts in enhancing both the quality of care and patient experiences.

 

Cost and Access to Care

Cost remains a dominant concern for U.S. consumers. The report identifies insurance premiums and out-of-pocket costs as the top healthcare issues. Additionally, the quality of care provided by hospitals and access to quality hospitals are significant factors for patients. This underscores the ongoing financial challenges faced by consumers in the healthcare system.

 

Communication and Respect

Effective communication and respect are paramount to a positive patient experience. Patients desire clear communication, to be listened to, and to have their pain and concerns taken seriously. These relational aspects of care are essential in building trust and satisfaction among patients.

 

Process Efficiency

Efficient healthcare processes, such as timely scheduling, clear billing, and comprehensive discharge plans, are crucial for a positive patient experience. The report emphasizes the importance of these logistical elements, which significantly impact patient perceptions and satisfaction.

 

Environmental Factors

A clean, comfortable, and easily navigable healthcare environment is vital for patient satisfaction. Patients highly value these environmental aspects, which can greatly influence their overall experience in healthcare facilities.

 

The Role of Artificial Intelligence (AI)

The report also delves into the growing use of AI in healthcare. While AI usage is on the rise, trust in AI remains relatively low among consumers. Only 37% of respondents reported using AI, with just 10% utilizing it for healthcare purposes. Trust levels are moderate, with most people only somewhat trusting AI’s capabilities. This highlights the need for healthcare providers to build confidence and trust in AI applications.

 

Implications for Healthcare Providers

 

The PX Pulse report provides valuable insights that healthcare providers can use to enhance patient experiences:

Focus on Quality and Experience:

Continuous improvement in care quality and patient interactions is essential to meet patient expectations.

How Feedtrail Can Help: Feedtrail’s real-time patient feedback platform allows healthcare providers to swiftly identify and address areas of concern, thereby improving patient experience and perceived quality of care.

Address Financial Concerns:

Developing strategies to alleviate financial burdens can significantly improve patient satisfaction.

How Feedtrail Can Help: By leveraging Feedtrail’s patient experience platform, healthcare organizations can gather detailed feedback on financial pain points and implement strategies to make healthcare more affordable and accessible, thereby enhancing patient satisfaction.

Enhance Communication:

Clear, empathetic communication and respecting patient needs are critical components of positive patient experiences.

How Feedtrail Can Help: Feedtrail enables healthcare providers to gather and act on patient feedback about communication and care interactions in real-time, ensuring that patients feel heard and respected.

Optimize Processes:

Streamlining scheduling, billing, and discharge processes can lead to more efficient and satisfactory patient care.

How Feedtrail Can Help: Providers can continuously monitor and refine these processes based on patient feedback, leading to smoother, more patient-friendly operations.

Improve Environmental Conditions:

Maintaining a clean and comfortable environment is crucial for positive patient perceptions.

How Feedtrail Can Help: Feedtrail’s feedback tools can help healthcare facilities gather real-time insights on environmental factors, allowing for immediate improvements that enhance the patient experience.

Build Trust in AI:

Educating patients about AI and its benefits can help build trust and improve its adoption in healthcare.

How Feedtrail Can Help: By incorporating AI-driven analytics within its feedback platform, Feedtrail helps healthcare providers better understand patient concerns and improve the trustworthiness and effectiveness of AI applications in healthcare.

 

Conclusion

 

The June 2024 PX Pulse highlights the ongoing challenges and opportunities in the U.S. healthcare system. By focusing on the core aspects of patient experience—quality of care, communication, process efficiency, environmental factors, and the integration of AI—healthcare providers can better meet the evolving needs and expectations of their patients. These insights offer a roadmap for healthcare organizations striving to enhance patient satisfaction and deliver exceptional care.

 Stay tuned for more insights and updates as we continue to explore the evolving landscape of patient experience in healthcare. For more detailed findings, you can visit The Beryl Institute’s website and follow their latest research and publications.

 

 

About Ryan Phillips, Customer Success: Ryan Phillips is a member of the Feedtrail Customer Success team and based in Long Beach, California. Ryan’s background in management consulting allowed him to bring expertise in software deployment and professional services to Feedtrail as the company’s first employee. Since then, Ryan has played a pivotal role in implementing, supporting, and strategizing with customers both large and small. Ryan has also had in hand in facilitating the development of the Feedtrail XM Platform applications such as employee experience, flexible messaging, and rounding.

Customer experience is a hot topic in every corner of the business world, regardless of industry. In the healthcare sector, consumer experience is even more important than in other industries. Healthcare workers communicate and connect deeply with their “consumers” — not just patients but their families as well. That means offering the best experience and care is undeniably important. Those consumers who are looking for healthcare are often in bad situations, and high-level patient experience is something that can make those people feel safe and protected.

This is where the Net Promoter Score, or NPS in healthcare comes in—a key metric that allows healthcare providers to measure patient loyalty and, more importantly, take actionable steps to improve their experiences.

In this post, we’ll explore what does NPS stand for in healthcare and highlight how healthcare providers can use NPS in healthcare to track and improve patient satisfaction. Let’s look at what it means, how to measure it, and why it’s vital for the future of patient care.

 

What is NPS in Healthcare?

Let’s start by understanding what does NPS stand for in healthcare. NPS, or Net Promoter Score, is a simple yet powerful tool used to measure how likely patients are to recommend a healthcare provider to friends or family. This is often referred to as the “ultimate question” because it gives insight into the level of patient loyalty and overall satisfaction with the care provided.

A Net Promoter Score (NPS) is one of the most widely used and accepted metrics to keep up with consumer experience and better anticipate business growth in the future. NPS is generated by asking “How likely is it that you would recommend us to a friend or colleague?” with responses scored on a 0 to 10 scale. A promoter is someone who gives a score of 9-10, while a passive customer is someone with a score of 7-8. Those who give scores of 0-6 are considered detractors. The score is calculated by taking the percentage of promoters and subtracting the detractors and the NPS range is -100 to 100, with a score above 50 considered excellent.

The main benefit of NPS is directly seeing how satisfied patients are. In addition to understanding promoters, you can invest in moving passives and detractors into the green. Happy patients not only keep coming back, they recommend your practice to their friends and family members, spend more, contribute suggestions, and ultimately have a higher lifetime value. That’s why loyalty correlates so strongly with sustainable, profitable organic growth.

 

The Importance of Measuring Healthcare Net Promoter Score

Understanding and measuring your healthcare NPS can transform your organization’s ability to deliver exceptional care. In the competitive healthcare landscape, net promoter score in healthcare isn’t just about measuring patient satisfaction—it’s about identifying areas for improvement that directly affect loyalty and revenue.

Healthcare organizations that regularly monitor their healthcare NPS scores are better positioned to identify gaps in service, respond quickly to patient feedback, and foster an environment where patients feel heard and appreciated. Based on a study by Deloitte, the hospitals who reported better patient experience are the same ones that have higher revenue and better financial outlooks. They also found an industry’s loyalty leader grows two times as fast as the competition. In other words, the best patient experiences can help with financial goals because customer loyalty is strengthened, reputation is built, and utilization of healthcare services increases from referrals to family and friends.

 

How to Measure NPS for Healthcare Facilities in 6 Steps

So, how can you effectively measure NPS in healthcare? Follow these steps to ensure your organization is leveraging this critical metric:

 

1. Ask the Key Question

The foundation of NPS is the question, “How likely are you to recommend our healthcare services to a friend or family member?” Patients respond on a scale of 0 to 10, with scores of 9-10 identifying promoters, 7-8 as passives, and 0-6 as detractors.

2. Review your Feedback

Once responses are collected, patients are classified as promoters (scores of 9-10), passives (scores of 7-8), and detractors (scores of 0-6). It’s important to review the feedback from all three groups to understand their reasons for either recommending or not recommending your services. Promoters offer insights into what you’re doing well, while detractors can highlight areas for improvement.

3. Establish Consistent Reporting

Consistency is key when measuring net promoter score in healthcare. Establish regular reporting periods—such as monthly or quarterly—and track changes in your NPS over time. Monitoring trends helps you identify both improvements and potential declines in patient loyalty, ensuring timely interventions.

4. Drill Down Into NPS Scores

Drill down into your NPS data to gather scores at various levels—by department, facility, provider, or service line. This allows for a more detailed analysis, helping you pinpoint which areas of your healthcare organization are excelling and which may need attention. For example, one department might have a higher NPS than another, offering an opportunity to share best practices across the organization.

5. Use Patient Feedback to Direct Improvements

NPS data is only valuable if it leads to action. Use the feedback from promoters, passives, and detractors to make targeted improvements in patient care. Whether it’s addressing long wait times, improving communication with providers, or enhancing the facility environment, directing your efforts based on real patient input can significantly improve your NPS.

A great example of how impactful this step can be is Children’s Hospital of Orange County’s (CHOC) Emergency Department. Historically, CHOC had a low Net Promoter Score, but within five months of deploying Feedtrail, the team gained deeper insights into the specific areas needing improvement. By using these insights to guide their actions, CHOC increased their NPS by an impressive 54 points.

6. Share the Score Internally and Celebrate Improvements

Sharing your healthcare NPS scores internally helps foster a culture of continuous improvement. Celebrate score increases with staff, recognizing departments or individuals who contributed to positive changes. This not only boosts morale but also aligns everyone in the organization toward the shared goal of improving patient experiences.

 

What is a Good NPS Score for Healthcare Organizations?

You might be wondering, what is a good NPS score in healthcare? While industry benchmarks vary, any score above 50 is generally considered excellent, and above 70 is world-class. For healthcare providers, reaching a high NPS score indicates strong patient loyalty, trust, and the likelihood of recommending your services.

According to Feedtrail’s report, The Top Patient Experience Challenges of 2023, which analyzed over 2 million patient responses, the overall patient NPS score in 2023 was 89. Here is the breakdown of healthcare NPS scores by organization type:

• Critical Access Hospitals: 92
• Physician Practices/ASCs: 90
• Health Systems and Hospitals: 90
• Imaging Centers: 89
• Behavioral Health: 87
• Community Health/FQHCs: 81
• Children’s Hospitals: 52

This data offers valuable insights into what can be considered a good net promoter score in healthcare for different types of organizations. Download the full report here for more healthcare NPS benchmark insights, including NPS analysis by patient demographics.

 

How to Effectively Analyze Your Healthcare NPS Scores

After gathering healthcare NPS scores and understanding what is a good net promoter score in healthcare, it’s time to analyze your data. Here are some steps to guide your analysis:

 

1. Categorize Responses

Separate feedback into key themes such as provider communication, wait times, and facility cleanliness. This helps pinpoint specific areas where patient experiences are excelling or falling short.

2. Demographic Breakdown

Compare feedback across different demographic groups. Are certain age groups or genders less likely to recommend your services? Identifying trends allows your organization to tailor improvements that cater to the needs of diverse patient populations. For example, check out Feedtrail’s blog with NPS insights by age group.

3. Compare Surveys Over Time

Look for patterns by comparing feedback from different surveys. Did your recent efforts to reduce wait times affect patient satisfaction? Tracking these changes over time gives a clearer picture of what’s working.

 

Heidi Kauffman, MHA, CPXP, Patient Experience Specialist at Jane Pauley Community Health Center, shares, “I report to the board quarterly, sharing NPS, response rates, and a breakdown of all survey questions. Feedtrail’s dashboards make it easy to track trends over time, helping us see where we’re improving and where we need to focus.” This kind of detailed reporting is crucial for identifying areas where improvements are needed, ensuring that your healthcare organization stays ahead in patient experience management.

 

Best Practices to Increase Response Rates and Improve Your NPS

Here are some best practices to improve patient engagement and boost your net promoter score in healthcare:

 

1. Integrate the NPS Question into Existing Surveys

Rather than sending out a separate survey, integrate the NPS question into your existing patient feedback forms. This not only increases response rates but also ensures patients don’t feel overwhelmed by too many requests.

2. Simplify the Feedback Process

Patients are more likely to complete short, simple surveys. By keeping your NPS surveys concise and focused, you can capture more responses and actionable insights.

3. Act on Real-Time Feedback

Addressing patient concerns in real-time enhances the likelihood of turning detractors into promoters. Real-time feedback tools, like those offered by Feedtrail, enable healthcare providers to perform service recovery before the patient leaves the facility​.

 

Collect and Analyze Your Patient Loyalty Scores with Feedtrail

Measuring and improving NPS in healthcare is not just about numbers—it’s about creating better patient experiences that lead to long-term loyalty. With Feedtrail’s real-time survey and feedback platform, healthcare organizations can collect actionable insights and make immediate improvements to patient care.

Ready to learn more? Request a demo today to see how Feedtrail can help you track and improve your healthcare NPS.

 

FAQs

 

Who should measure NPS in a healthcare organization?

Every healthcare organization should measure NPS. From large hospital systems to small clinics, understanding patient loyalty through NPS in healthcare provides critical insights that help improve care quality, boost patient retention, and enhance operational efficiency.

 

When should you run an NPS survey?

You should run NPS surveys regularly to capture accurate and timely patient feedback. It’s best to measure healthcare NPS immediately after a patient interaction, such as after a visit or discharge, when the experience is fresh in their minds. Consistent measurement ensures that you’re always aware of changes in patient sentiment.

 

What does it mean to monetize your NPS score?

Monetizing your healthcare NPS means using the insights gained from your NPS feedback to drive business decisions that improve profitability. For example, improving patient satisfaction can lead to increased loyalty, more referrals, and higher patient retention, all of which positively impact your bottom line.

 

Why is healthcare NPS sometimes considered a useless metric?

Some critics argue that healthcare NPS is too simplistic and doesn’t capture the full complexity of patient experiences. However, when combined with deeper qualitative feedback and other metrics, NPS medical meaning becomes a valuable tool for measuring patient loyalty and identifying areas for improvement.

 

Are there tools to measure healthcare NPS?

Yes, there are numerous tools available for measuring net promoter score in healthcare, including real-time feedback platforms like Feedtrail. These tools help automate data collection, analyze results, and generate actionable insights, allowing organizations to improve their NPS scores efficiently.

 

What’s the difference between absolute and relative NPS in the medical sector?

Absolute NPS refers to the direct score your organization receives, while relative NPS compares your score to industry benchmarks. For instance, an NPS in healthcare of 75 might seem high, but if the healthcare NPS benchmark for similar organizations is 90, there’s room for improvement. Relative NPS provides context to help you understand how you’re performing against competitors.

 

What are the healthcare companies with the highest NPS scores in 2024?

According to Feedtrail’s 2023 patient experience report that analyzed over 2 million patient responses, some of the organizations with the highest net promoter score healthcare benchmarks in 2023 include Critical Access Hospitals (92) and Physician Practices/ASCs (90). Tracking top-performing organizations helps set a standard for what is considered a good NPS score for healthcare.

 

What are the latest trends in measuring healthcare NPS?

One of the biggest trends in measuring healthcare NPS is the shift toward real-time, mobile-friendly surveys. As healthcare organizations increasingly prioritize patient engagement, using instant feedback tools allows them to capture patient sentiments immediately and address issues proactively, rather than relying on delayed surveys or outdated data.

 

 

There is a well-established link between improved patient experience and the overall quality of healthcare services. When patients have positive interactions with healthcare providers, they are more likely to engage in their treatment plans, adhere to medical advice, and return for follow-up care. This, in turn, leads to better health outcomes, reduced readmission rates, and higher patient satisfaction scores.

A focus on patient experience drives healthcare organizations to refine their processes, enhance communication, and foster a patient-centered culture, all of which contribute to improved quality metrics and operational efficiency. By prioritizing patient experience, healthcare providers can ensure comprehensive, compassionate, and effective care delivery.

Patient feedback is the cornerstone of knowing how to improve your services. By systematically using this feedback, healthcare providers can significantly enhance the quality of care, identify areas for improvement, build patient trust, and ultimately achieve better financial outcomes. Here’s a step-by-step guide on how to effectively use patient feedback to drive quality goals in your healthcare organization.

Step 1: Collect Comprehensive Patient Feedback

Improved Quality of Care to Patients
Patient feedback provides firsthand insights into their experiences—what works well and what does not. Collect feedback through various channels such as surveys, online reviews and Patient and Family Advisory Committees (PFAC) to gather diverse perspectives.

• Surveys: Utilize customized surveys to ask specific questions about the patient experience.
• Online Reviews: Monitor online review platforms to identify trends in patient feedback.
• PFAC Feedback: Encourage patients to share their experiences directly with staff.

Step 2: Identify Areas of Improvement

Areas of Improvement Identification
Analyze the collected feedback to pinpoint specific areas where the organization might be falling short, such as long wait times, weak communication, or lack of follow-up care. Use this information to create targeted improvement strategies.

• Data Analysis: Use data analytics tools to identify patterns and recurring issues.
• Focus Groups: Conduct focus groups with patients to delve deeper into specific areas of concern.
• Benchmarking: Compare feedback against industry standards to identify gaps.

Step 3: Implement Changes Based on Feedback

Building Patient Trust and Satisfaction
Patients appreciate when their feedback is taken seriously and acted upon. Implement changes that address their concerns and communicate these improvements back to them, thereby building trust and satisfaction.

• Action Plans: Develop and execute action plans for the identified areas of improvement.
• Communication: Inform patients about the changes made in response to their feedback through newsletters, social media, and in-person communication.
• Training: Provide staff training to ensure they understand and implement the new procedures effectively.

Step 4: Enhance Quality Healthcare Metrics

Quality Healthcare Metrics Improvement
Utilize patient feedback to improve specific quality metrics such as patient experience, wait times, and communication.

• Patient Experience: Focus on factors that impact patient experience, such as courteous staff and comfortable facilities.
• Wait Times: Address ways to make the wait more comfortable. Assess for bottlenecks in patient flow to reduce wait times and improve efficiency.  
• Communication: Enhance communication by ensuring clear, compassionate, and comprehensive interactions with patients.

Step 5: Make Evidence-Based Decisions

Evidence-Based Decisions through Data Analysis
Use the data from patient feedback to make informed, evidence-based decisions that enhance care quality. For instance, if feedback indicates that patients feel uninformed about their diagnoses, introduce educational handouts or support groups.

• Data-Driven Strategies: Develop strategies based on solid data analysis to address specific patient concerns.
• Continuous Monitoring: Regularly monitor feedback to ensure that implemented changes are effective and make further adjustments as needed.

Step 6: Share Success Stories

Case Studies or Success Stories
Highlight success stories and case studies where patient feedback led to significant improvements. This not only motivates staff but also reassures patients that their feedback is valued and acted upon.

• Internal Communication: Share success stories within the organization to inspire staff.
• External Communication: Promote these stories on your website and social media to enhance your reputation.

Step 7: Invest in Patient Experience for ROI

Investing in Patient Experience for ROI
Improving patient experience can lead to substantial financial gains. Satisfied patients are more likely to return and refer others, boosting revenues and financial stability.

• Better Financial Outcomes: Focus on reducing patient churn and increasing loyalty to ensure a steady revenue stream.
• Increased Reputation: Foster a strong reputation through positive patient experiences, driving new patient attraction and retention.

 

Using Patient Feedback to Enhance Care Quality

Utilizing patient feedback is a powerful strategy for identifying opportunity areas and enhancing the quality of care in healthcare organizations. Patient feedback offers invaluable insights into their experiences, highlighting both strengths and areas needing improvement.

By systematically gathering and analyzing this feedback, healthcare providers can pinpoint specific issues such as long wait times, poor communication, or gaps in follow-up care. Addressing these concerns through targeted initiatives not only improves patient satisfaction but also drives quality improvements across the board. This proactive approach ensures that patient voices are heard and acted upon, fostering a culture of continuous improvement and excellence in healthcare delivery.

Patient feedback is an impactful approach toward improving the quality of healthcare. Leveraging a patient engagement platform like Feedtrail offers allows healthcare providers to acquire and act on patient feedback in real-time, leading to enhanced care delivery, improved quality metrics, and considerable ROI. Embrace patient feedback to improve outcomes and cultivate a culture of continuous improvement and excellence in healthcare.

 

 

 

About Nikki Angeli MHA, BSN, RN, CPHQ, CPXP, Patient Experience Strategist: Nikki is a seasoned ICU nurse turned dynamic healthcare consultant, with over a decade of diverse experience across various patient care settings, fostering a profound understanding of healthcare intricacies. Holding national certifications in Patient Experience and Healthcare Quality, their commitment remains steadfast in upholding the highest standards of care. As a dedicated lifelong learner, her passion for continuous improvement and innovative approaches aligns seamlessly with a focus on streamlining healthcare processes for optimal efficiency. Bridging the realms of expertise and innovation, her mission is to contribute significantly to the healthcare landscape, ensuring unparalleled patient care.

Over the past few years, private equity (PE) has become an emerging force in the healthcare industry. PE’s involvement in healthcare has raised eyebrows as many are unsure how PE will impact healthcare’s biggest issues: healthcare access, quality outcomes, and cost.

 According to the Commonwealth Fund, private equity investors spent more than $200 billion on healthcare acquisitions in 2021 alone, and $1 trillion in the past decade. By investing in healthcare providers, pharmaceutical companies, physician practices, and digital health startups, PE firms aim to seize the potential for financial returns. However, to maximize their impact and ensure financial stability, these firms should look beyond immediate financial gains and prioritize overall experience outcomes like Net Promoter Score (NPS) and Online Star Ratings which are critical indicators of overall patient experience, patient loyalty, and new patient acquisition.

 

Understanding the Overall Experience: NPS and Online Star Ratings

 

Net Promoter Scores in Healthcare:

NPS provides valuable insights into patient loyalty and satisfaction. A high NPS correlates with increased patient retention and positive word-of-mouth marketing, essential for growth in a competitive industry. In today’s current consumer-friendly healthcare marketplace, it is essential that businesses not only ask the NPS questions but also make it an organizational priority to improve it.

 A focused effort to improve NPS will communicate to patients, employees, and other key stakeholders that you are committed to improvement and not solely financial gain.  Patients who feel valued and receive excellent care are more likely to return and recommend the provider to others. This supports new patient acquisition and retention initiatives which can lead to favorable financial outcomes.

 

Google Star Ratings in Healthcare:

In today’s digital age, Google star ratings have become an influential factor in shaping the reputation and success of healthcare organizations. According to healthcare digital marketing reports, 82.8% of patients use search engines to find a healthcare provider.

 Like NPS, Google ratings and reviews provide a valuable source of information regarding strengths and opportunities that can be leveraged for improvement. Google reviews often form the first impression potential customers have of a healthcare organization. With most patients relying on online searches to choose their healthcare provider, a high star rating can attract more patients and build trust from the outset. Ultimately, a high Google rating differentiates a business from its competitors, making it more likely that patients will choose them over others, further securing profitability and sustainability.

 

Driving Operational Efficiency for Resource Allocation

 

Measuring these metrics is just the tip of the iceberg. To ensure the success of their healthcare portfolios, PE firms must gain deeper insights into business operations to understand the root causes of negative experiences and identify inefficiencies within their businesses. This understanding allows for targeted resource allocation and streamlining of processes, ultimately reducing operating costs and improving financial stability. This is because sustainable financial returns come from long-term patient relationships and operational excellence.

 

How Tools Like Feedtrail Can Help

 Tools like Feedtrail’s XM Platform offer a comprehensive solution for collecting real-time patient feedback, gaining actionable insights, and driving growth. Feedtrail enables healthcare organizations to collect real-time patient feedback through customizable surveys, ensuring a continuous pulse on patient sentiment. This immediate insight helps identify and address issues quickly, improving NPS.

 Reporting tools, such as correlation analysis, also help direct organizations to understand which focus areas will have the biggest impact on improving NPS. Feedtrail’s AI-enabled advanced data analytics module, XM Insights, delivers actionable insights to aid in quickly identifying opportunities within specific patient populations and demographics such as gender, age, race, insurance, etc. Actionable insights to laser focus resources are essential to improve operations, while saving money.

 Moreover, the platform’s reputation management module enables organizations to proactively enhance their online presence and star ratings for online third-party review sites like Google, Healthgrades, and Yelp by sending promoters to leave reviews.

 By leveraging such tools, PE firms can ensure their healthcare investments deliver superior patient outcomes and sustainable financial returns through strategic resource allocation and targeted improvement efforts.

 

Wrapping Up

 

For private equity firms investing in healthcare who want to gauge and strengthen the success of their portfolios, prioritizing metrics like NPS and online star ratings doesn’t only improve patient outcomes, it is a strategic move for long-term financial success. By understanding the opportunities gleaned from actionable insights and focusing on improvement, PE firms can help healthcare organizations streamline operations, build patient loyalty, improve outcomes, securing a successful return on investment.

 

Want to see how Feedtrail can help? Watch our short product tour

 

 

In this article:

• The Economic Impact of Patient Experience
• Deciphering NPS: A Fundamental Metric for Healthcare Excellence
• Why Private Equity Firms Look at NPS
• Five Ways to Grow Your NPS
• Embracing NPS: A Catalyst for Healthcare Transformation

 

Superior patient care not only fosters loyalty, but also significantly impacts financial outcomes. As private equity firms strive to optimize their investments in medical practices, harnessing the power of Net Promoter Scores (NPS) emerges as a pivotal strategy for bolstering brand image, patient loyalty, and overall patient experience.

 

The Economic Impact of Patient Experience

Delving into the core of healthcare economics, the correlation between patient experience and financial performance becomes evident. Studies, such as those conducted by Deloitte, underscore that healthcare providers excelling in patient experience enjoy higher revenues and improved financial outlooks. Moreover, the industry leaders in loyalty witness accelerated growth, outpacing competitors twofold. This symbiotic relationship between exceptional patient experiences and financial prosperity underscores the criticality of prioritizing patient satisfaction within healthcare practices.

 

Deciphering NPS: A Fundamental Metric for Healthcare Excellence

At the heart of measuring patient experience lies the Net Promoter Score (NPS), a ubiquitous metric revered for its simplicity and effectiveness. NPS hinges on a straightforward question: “How likely is it that you would recommend us to a friend or colleague?” Responses, graded on a scale from 0 to 10, are segmented into promoters (scoring 9-10), passives (scoring 7-8), and detractors (scoring 0-6).

The score is calculated by taking the percentage of promoters and subtracting the detractors. The NPS, ranging from -100 to 100, quantifies the sentiment towards a healthcare practice, with scores above 50 signifying excellence.

 

Why Private Equity Firms Look at NPS

NPS has emerged as a quintessential Key Performance Indicator (KPI) for private equity firms navigating the complex terrain of healthcare investments. These firms recognize that NPS serves as a barometer of patient sentiment and satisfaction, offering invaluable insights into the performance of their healthcare organizations. Understanding why private equity firms prioritize NPS unveils a strategic approach to enhancing patient experiences and driving better financial outcomes.

1. Quantifying Patient Experience: Private equity firms leverage NPS to quantitatively measure patient experience and brand perception across their healthcare portfolios. By assessing patients’ likelihood to recommend a practice to others, NPS provides a tangible metric for evaluating the quality of care and service delivery. A high NPS indicates satisfied patients who are more likely to return for future healthcare needs, fostering patient retention and loyalty.
2. Indicator of Operational Excellence: A high NPS often correlates with operational excellence within healthcare organizations. Private equity firms use NPS as a diagnostic tool to identify areas of strength and areas for improvement across various touchpoints of the patient journey. By pinpointing operational inefficiencies or service gaps, firms can implement targeted strategies to enhance overall patient satisfaction and streamline operational processes.
3. Driving Financial Performance: The link between a high NPS and better financial outcomes is indisputable. Private equity firms recognize that satisfied patients are not only more likely to return for additional services, but also serve as advocates who refer new patients to the practice. This influx of new patients, coupled with increased patient retention, translates into improved revenue streams and enhanced profitability for healthcare organizations. Moreover, positive patient experiences contribute to a strong brand reputation, further bolstering the organization’s competitive position and market share.
4. Mitigating Risk and Enhancing Valuation: NPS serves as a risk mitigation tool for private equity firms by proactively identifying potential challenges or vulnerabilities within their healthcare investments. By continuously monitoring NPS scores and addressing any issues that may arise, firms can safeguard against reputational risks and mitigate adverse impacts on financial performance. Additionally, a strong track record of high NPS scores enhances the valuation of healthcare organizations, making them more attractive to potential investors or acquirers in the future.

 

Five Ways to Grow Your NPS

Knowing your NPS is one thing, but to stay competitive organizations must focus on increasing their score. Getting the organization onboard to improve experiences, staying agile, and working to understand the “why” behind patient feedback will help grow your NPS.

1. Design Seamless Feedback Mechanisms: Simplify the patient feedback process by crafting concise, user-friendly surveys that capture essential insights without burdening patients. Focus on understanding the purpose behind feedback collection to tailor patient experience survey questions, and follow-up questions, effectively. Including the option to share quantitative feedback can help uncover hidden experience detractors.
2. Get Employees Involved: Instill a collective commitment to enhancing patient experiences across all levels of the organization. Involve staff in patient experience by sharing positive patient feedback, explaining the reasoning behind initiatives, and asking for input. Employees who understand their impact on experiences and have the opportunity to offer suggestions will help you improve loyalty and your NPS score.
3. Setup Rapid Response Mechanisms: Empower staff to swiftly address patient concerns, integrating real-time service recovery protocols seamlessly into daily workflows. Timely resolution of issues not only enhances patient satisfaction, but also mitigates potential revenue loss.
4. Foster a Culture of Continuous Improvement: Foster a culture of continuous learning and improvement by integrating patient experience discussions into routine employee meetings. Recognize and celebrate employees who excel in delivering exceptional patient care.
5. Embrace Real-Time Feedback Systems: Embrace technology-enabled real-time feedback systems to glean instant insights into patient sentiment. Move beyond traditional, periodic surveys to embrace dynamic feedback mechanisms that facilitate agile decision-making.

 

Embracing NPS: A Catalyst for Healthcare Transformation

NPS is not merely a metric, but a strategic imperative for private equity firms seeking to optimize their investments in healthcare. By leveraging NPS as a KPI, private equity firms can gain deeper insights into patient experiences, drive operational improvements, and ultimately achieve better financial outcomes across their healthcare portfolios.

Partnering with innovative patient experience platforms like Feedtrail enables healthcare organizations to harness the full potential of NPS, leveraging real-time insights to optimize patient experiences and maintain competitive positioning. By prioritizing patient satisfaction and leveraging NPS effectively, private equity-backed medical practices can chart a course towards sustainable growth and enduring success in the ever-evolving healthcare ecosystem.

Patients Give Billing and Insurance Lowest Ratings in New Feedtrail Report

AI-driven insight from over 2 million patient surveys reveals substantial patient experience opportunities.

 

RALEIGH, NC (February 15, 2024) — A new report from Feedtrail, a leading provider of healthcare experience management solutions, found patients rated their providers lowest for billing and insurance services in 2023.

Based on 2 million patient responses, Feedtrail’s Patient Experience Year in Review: Top Challenges in 2023 report highlights the most significant obstacles to patient experience across a wide array of healthcare organizations — from health systems and community health centers to physician practices and ambulatory surgery centers. Providers can harness these insights to review their own processes, uncover improvement opportunities, and ultimately enhance and personalize patient experiences.

“There’s no question healthcare is going through unprecedented change, with the industry witnessing innovations in AI, new regulations, and evolving patient expectations of care,” says Stephanie Alexander, CEO, Feedtrail. “With this report, we at Feedtrail are proud to offer concrete, comprehensive data on patient experience obstacles rarely surfaced before. By understanding these pain points at a deeper level, providers can make better decisions when it comes to addressing them.”

 

To identify the most outstanding obstacles impacting patient experience and quality care, Feedtrail’s AI-enabled platform grouped question areas that yielded the most underwhelming score values from patients. Among these categories, the top 10 in order from worst- to best- performing were:

 

1. Billing/Insurance
2. Pain Management
3. Food
4. Discharge Information
5. Sliding Scale
6. Wait Time
7. Care Team Experience
8. Communication About Medication
9. Patient Experience/Communication
10. Access to Care

 

Feedtrail’s report pulls insights from the platform, segmenting these challenges by organization type, gender, and race/ethnicity to help providers understand how experiences differ among patient populations and support more personalized care. The study shares anonymous patient comments tied to each category, contextualizing the “why” behind scores to drive informed action. To help organizations benchmark and share a pulse on patient loyalty, the report outlines the overall Net Promoter Score (NPS) for each organization type.

 

“Reflecting our close partnerships with our clients to place the patient at the center of care, these are the types of critical insights organizations need to make more informed decisions and truly move the needle on improving the patient experience,” says Nikki Angeli, MHA, RN, CPHQ, CPXP, Patient Experience Strategist at Feedtrail. “For too long, we’ve seen a one-size-fits-all approach for patients that has led to significant gaps in care. Now, we can leverage AI to segment the powerful data identifying where these gaps exist and display it in an easily digestible manner. It’s time for us to personalize how we speak with our patients and tailor it to how they’re suited to best receive it.”

 

Feedtrail’s 2024 roadmap is designed to continue leveraging AI to give care teams even more granular insights into unique needs of different patient populations, and areas for improvement to ensure exceptional and personalized experiences and outcomes.

 

Click here for the full report.

 

About Feedtrail:

Feedtrail, the Best in KLAS 2024 Patient Experience Improvement solution, enables healthcare organizations to learn about and deliver on what matters most to patients, providers, caregivers, and staff. Our secure, cloud-based Experience Management (XM) platform and AI-driven analytics empower care teams to engage and connect with their patients, uncover actionable insights in real time, and take purposeful action to drive continuous improvement and measurable results throughout care journeys. Forward-thinking healthcare establishments across 6,000 sites in 40 countries already use Feedtrail to pinpoint opportunities to advance quality care and personalize experiences for all stakeholders across the continuum of care. Learn more at feedtrail.com.

Those of us in the healthcare space strive to fine-tune our processes and operations in the pursuit of better outcomes, constantly looking for ways to improve the safety and quality of care. The downside of such a strong focus on results is that other important factors — like diversity, equity, and inclusion (DEI) — often don’t get the attention they deserve.

The COVID-19 pandemic was a sea change, opening many people’s eyes to the limitations of our hospitals and clinics — from the lack of an ability to address care disparities driven by racial residential segregation to adverse health outcomes among Black women, who were more at risk for job loss and food insecurity, two important factors in the social determinants of health.

Since 2020, many organizations have made significant investments in resources for those who encounter barriers to receiving quality care, but how do healthcare leaders ensure they’re distributing those resources fairly, and that they’re meeting the most pressing needs of the populations they serve? Where do they turn to increase access, improve outcomes, and ensure patients feel seen, heard, and supported — regardless of their ethnicity, faith, race, immigration status, or anything else that might hold them back from getting the care they deserve?

One key piece of the puzzle is personalized outreach and surveys that produce unique and timely insights, set staff and clinicians up for vital and lasting change, and show patients that their needs are your priority.

 

“One Size Fits All” Doesn’t Work

For too long, the surveying and patient engagement landscape was “one size fits all.” Patients would get the same questionnaire whether they came in for a behavioral health appointment, childbirth, or an emergency department visit.

It sounds sort of crazy. And it is – but not just because those experiences represent different types of care. Patient engagement and satisfaction efforts have also historically shown a lack of recognition of the varying perspectives that individual patients bring to the table.

When I take my son to the pediatrician, for example, I notice things my wife doesn’t, and she notices things I don’t. We all go to our doctors with different perceptions, preferences, and cultural backgrounds. Patients want awareness of this and to be treated like individuals, not numbers – look no further than the many articles and surveys that report a common desire for better one-to-one patient/provider relationships and genuine empathy and connection – ideals that have proven difficult to achieve due to staffing shortages.

Patients need to know their healthcare providers care about and take into account their opinions and preferences. Once a patient feels acknowledged and supported, the qualitative insights you can glean are remarkable. It opens the doors of communication much wider, offering patients and families a forum to share their experiences (or what they prefer to experience) candidly and conveniently. It’s an incredibly powerful way for patients and their families to make their voices heard, it’s how we improve diversity and inclusion, and it’s how we can work toward real equity in healthcare.

 

Going Beyond Patient Experience

 In practice, healthcare equity is about being intentional with outreach — beyond simply inquiring about an individual’s experience or reminding them of an upcoming appointment, asking subjective questions builds trust and a stronger connection with your organization. But ultimately, it’s about educating patients so they’re equipped to get the healthcare they need in the most convenient way and helping them to achieve better health outcomes that will last long after a clinic visit or a hospital stay.

Private and public resources — whether available through support communities or corporate initiatives — can be invaluable to patients. So in addition to surveys, healthcare providers should identify a patient engagement solution that connects their patients with useful and relevant resources. Letting patients know about the availability of rides to get to their appointments, free childcare at the facility, or the option for telehealth visits goes a long way to removing barriers to inclusion.

 

There’s a Platform For That

Feedtrail clients use our XM platform for all kinds of outreach and engagement as well as measuring patient satisfaction with real-time, convenient digital surveys (instead of cumbersome paper versions sent after healthcare visits). For example, a hospital can send text-message-based surveys while a patient or their family is still on site, with the questions and prompts you might expect:

• How was your overall experience?
• Did your provider listen to you?
• Please rate your check-in experience.

 But many clients go beyond these broader questions and dive deeper with prompts like:

• How comfortable did you feel being your authentic self in our care?
• Did you face any barriers in scheduling or making it to your appointment?
• Did you feel like your cultural background and beliefs were respected and valued during your visit?

These questions reveal much more than generic ratings ever could and let patients know their provider takes their individual needs and personal belief systems into consideration. This ultimately increases patients’ confidence in your providers and the care received, forming the cornerstone for healthcare equity.

Equity-focused surveys help healthcare organizations transform the way they care for patients by understanding what makes a truly exceptional experience, what resources or support services patients have been missing, and what they can do to improve scores in specific areas.

The Feedtrail platform further helps organizations develop a culture of celebration by easily highlighting and acknowledging behavior, achievements, and customer use cases that are in line with their core values. When an organization decides to prioritize DEI, Feedtrail makes sure everyone on the team can feel and appreciate those efforts.

 

Get more DEI-related survey questions for your patients and workforce:

Access our free survey templates

 

Ensuring Equitable Care for All

Health equity is a multifaceted challenge. Achieving it includes welcoming and accepting people from historically marginalized communities, who often haven’t felt seen and heard in this way, fostering awareness of and helping to reduce the barriers they encounter, doing the hard work of evaluating where you have gaps in care delivery that adversely impact specific demographics, and committing to real change.

By monitoring patients’ and families’ perspectives on their healthcare visits and hospital stays — as well as their comfort with the accessibility of care — Feedtrail aims to help our clients better understand and engage with all patients. At the same time, we want to empower thoughtful development of community health programs and the resources that support them, all in pursuit of quality, accessible care for all.

What can Feedtrail’s platform help your healthcare organization achieve? Request a demo today.

 

 

 

Healthcare has experienced some of its greatest existential challenges over the past few years. Declining resources. Lagging patient engagement. A once-in-a-lifetime pandemic that rocked the very fabric of care delivery.

But one troubling trend within the industry has continued to rear its head for many years: widespread workforce burnout. Truthfully, this crisis started before COVID. In 2019, one Consensus Report by the National Academy of Medicine found over half of medical professionals experienced healthcare burnout. This pervasive pattern is only getting worse, with many clinical experts leaving the field as a result. An American Medical Association study revealed 40% of doctors plan on exiting their careers in the next two years.

It’s clear that providers must take concrete steps to address this snowballing issue. Let’s dive into some key contributors to healthcare burnout and how a better approach to patient surveys can help prevent it.

How can advanced patient surveys help prevent physician burnout?

A range of factors contribute to healthcare burnout. For instance, limited upward mobility within organizations could make clinicians feel blocked. Demanding schedules leave caregivers with little time to decompress. The hierarchal nature of healthcare education could wear away at morale while medical students strive to advance in their careers.

How is healthcare grappling with these contributors? Many practices have turned to more engaging residency programs. Others offer expanded opportunities for advancement. Some have even provided their clinical staff with complementary wellness services.

Although these are all important steps, one often overlooked factor in supporting the healthcare workforce is lessening the operational friction clinicians and nurses face daily. Much of what underpins physician burnout lies in juggling tedious tasks, endless lists, and compliance measures with delivering high-quality care. It’s worn away at the enthusiasm and passion that many professionals enter the workforce with.

The harsh truth is that manual surveys classic to the regulatory space in healthcare have added fuel to this fire. Sure, they’ve revolutionized care delivery. But they’ve also caused significant frustration for patients, multiplied attention-grabbing tasks for trained clinicians, and produced lagging insights often too outdated to trust.

Healthcare needs more innovative survey administration methods. Those that embrace digital-first and efficient modes for collecting, organizing, and using data. Those built to make work simpler for clinicians — not busier.

When strategizing a best-in-class experience for your healthcare workforce that will reinforce efforts in physician and nurse retention, look no further than improving your patient experience surveys. A more advanced approach to listening to your patients can:

1. Eliminate some administrative work that pen-and-paper surveys require.

Doctors have a lot of routine tasks on their plates. For instance, they spend 21% of their workdays on EHR (electronic health record) data input alone. Ultimately, few contributors to burnout are as significant as the burden clerical responsibilities place on medical professionals. In fact, in a recent Doximity poll, 46% of physicians cited reducing administrative work as the most effective way to mitigate burnout.

Classic pen-and-paper surveys only grow physicians’ and nurses’ to-do lists, requiring them to manually gather and catalog feedback from patients — and work with outside consultants just to glean insights from this information. Survey administration that uses text messaging and digital formats streamlines this entire process, automating patient data collection and organization.

2. Reinforce patient-provider relationships.

Administrative burden isn’t just weighing down physicians and nurses. As caregivers spend more time on routine tasks and less time looking patients in the eye, their relationships with those they treat are wearing thin. In a Deloitte study, 70% of patients said their physicians lack compassion — a troubling finding that should worry every healthcare leader.

Embracing advancements in patient surveying can eliminate distractive busy work related to continuous listening, clearing the deck for doctors to put most of their focus toward their patients. And forward-thinking digital solutions like Feedtrail take things a step further, automating several necessary steps before, during, and after visits — removing many operational concerns and making way for more engaging patient-provider interactions.

3. Empower clinicians with actionable data.

As mentioned before, the status quo in patient surveying usually involves hiring a third-party consultancy to gather information and interpret results. But these outside firms often take weeks — or even months — to deliver providers cohesive results.

How can care teams feel effective in providing their patients with high-quality and personalized care without timely information? The simple answer is they can’t. Luckily, digital PX solutions that visualize these insights in real time empower healthcare workers to act when it matters most. Leveraging the most current PX information, physicians can understand where communication breakdowns are occurring and effectively address the exact issues their patients encounter during their experience — fostering more confidence in clinicians as they administer care.

4. Provide more regular, positive feedback to clinicians — in real time.

In the quickly evolving world of healthcare, having real-time insights is invaluable. It emboldens medical professionals to address patient concerns, identify gaps, and rapidly respond to correct them effectively and soundly.

But when it comes to retaining your workforce, it’s important to understand the gravity of celebrating wins, not just assessing areas for improvement. That’s why some of the most innovative patient surveying technologies actively communicate positive patient feedback to physicians. Feedtrail has found that 80% of the feedback collected in our system is positive and complementary in nature, and being able to seamlessly share this feedback with staff in real time helps reinforce why they do what they do. The best platforms in this space seamlessly convey these kudos to ensure care teams have a reason to celebrate on an ongoing basis, reinforcing initiatives in physician and nurse retention.

5. Improve the reputation of the organization that the clinicians and staff serve.

People take pride in their work. It’s no different in healthcare. Clinical staff show up every day because they care for people, and they expect their dedication to compassionate and connected care to be reflected in the organization they serve.

With provider reviews taking on a more significant role in reputation management for doctors, having a modern, digital-forward patient survey strategy with real-time data collection is paramount. The more your care teams can quickly recover from gaps in patient experience, the better your organization’s reputation becomes — online and offline. Additionally, with Feedtrail’s XM platform, you can rest assured that your most satisfied patients are seamlessly directed to leave reviews, increasing the quantity and rating of your organization and providers on online review sites, further boosting your team’s credibility with potential patients.

Leverage an Innovative Patient Surveying Strategy to Prevent Physician Burnout

It’s not just patient experience that benefits from advanced surveys. The wellness and resilience of your workforce do, too. But only the most forward-thinking surveying strategies effectively support your clinical staff to find joy in the workplace. That’s why teaming up with PX innovators like Feedtrail is your best bet for improving satisfaction for all your key stakeholders.

Feedtrail combines cutting-edge digital tools for surveying patients, gauging workforce satisfaction, elevating reputation management for doctors, and managing your online reputation all in one platform. Speak with one of our experts today to learn more about how Feedtrail’s comprehensive solution can help you address healthcare burnout.

About Ryan Phillips, Customer Success: Ryan Phillips is a member of the Feedtrail Customer Success team and based in Long Beach, California. Ryan’s background in management consulting allowed him to bring expertise in software deployment and professional services to Feedtrail as the company’s first employee. Since then, Ryan has played a pivotal role in implementing, supporting, and strategizing with customers both large and small. Ryan has also had in hand in facilitating the development of the Feedtrail XM Platform applications such as employee experience, flexible messaging, and rounding.