Redesigning a Better Service Delivery Experience for Public Healthcare Customers
How a global leader in IT services tapped IDC for an unbiased third-party satisfaction survey
The Situation
To further establish its reputation in the public healthcare sector, a global leader in IT products and services wanted an unbiased third-party to validate through a Customer Satisfaction Survey that its service delivery is on par, if not better, than other regional IT services providers.
The Solution
IDC designed and conducted an end-user survey of all healthcare centers in the country where the client’s IT services are deployed. The survey covered an assessment of all IT service dimensions and attributes.
The Results
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The study highlighted the healthcare centers’ satisfaction levels and identified the gaps in service delivery when presented across a year-on-year comparison.
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The study also helped prioritize the areas for improvement and enabled the IT services provider to develop a sound action plan to improve the overall user experience.
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The study guided the vendor in the overall redesign of its current user experience by managing and fulfilling stakeholders’ different needs and requirements across all healthcare centers.