Call Center Experience Survey

A primary factor in determining loyalty and satisfaction is the healthcare consumer’s experience with the customer service department of their health plan or provider. Health plans and providers can rely on SPH Analytics’ Call Center Satisfaction Surveys to measure the perception of their patients and members who interact with customer service.

SPH has administered Call Center Experience Surveys for health plans and healthcare organizations nationwide. We have developed an effective outreach protocol that ensures consistency and reliability for achieving internal goals. 

Respondents are asked about their level of satisfaction with:

• Their last call with the customer service department
• The accessibility of the customer service representatives by phone
• The customer service agent’s ability to resolve issues or answer questions

Research has found that the call center and claims processing experiences significantly influence how members rate their overall satisfaction with the health plan.

The Call Center Satisfaction Survey can be a powerful quality intervention for making change and improving member services and/or CAHPS customer service scores. 

Understand Patient/Member Call Center Experience

• Track progress over time
• Improve customer service interaction with patients and members
• Assess first call resolution rates
• Develop performance goals
• Recognize outstanding staff performance

An ongoing survey program allows plans to track progress over time and measure the effectiveness of customer service improvement initiatives.

Partner with a Trusted Leader

For more than three decades, SPH Analytics has helped healthcare organizations improve the experience and engagement of their patients and members. Let us bring our unique expertise and analytical and predictive approach to your organization’s challenges.