Case Study: Community Health Network lifts survey response 91% and reviews 238% with Qualtrics
Key results
The challenge
Community Health Network sought to improve how it listened to patients and caregivers while reducing administrative friction. Low survey response rates and limited online reputation data constrained its ability to act on experience feedback.
The solution
The network implemented Qualtrics CX, EX, and Strategy & Research alongside Online Reputation Management and an Experience Agent at its digital front door, integrated with its EHR for automated outreach.
“Preserve what makes healthcare human while eliminating what makes it unnecessarily hard.”
PMDr. Patrick McGillNetwork President & CEO, Community Health Network
The results, in context
Community Health Network reported a 91% increase in caregiver survey response rate and 238% more Google reviews, with a 1.26-star rating improvement to a 4.21 average. Its Experience Agent reached 95% user satisfaction and $1.5M in predicted annualized income from appointment conversion.