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The 5-star hospital

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Today we explain the case of the Ochsner Health System responsible for managing the patient care service for more than 40 hospitals and 100 clinics and health centers in Louisiana. Shawn Achor, author of the book 'Before Happiness', explains how he helped the leaders of the Ochsner Health System to improve the patient experience with his Happiness Advantage Research method, whose ultimate goal is to raise patients' happiness.

How is the Net Promoter Score or NPS calculated?

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April 25, 2019 Find out how to get a good NPS. In one of our previous posts, we explained the importance of measuring customer satisfaction and the quality of service offered with the Net Promoter Score (NPS) metric. A...

And you? What are you doing to listen to your customers?

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Transform customer voice into action and measure perceived quality of your service. Customer experience management is increasingly focusing on the design and execution of customer voice programs and on metrics such as the Net Promoter Score (NPS). More and more organizations are

How to create the best survey to assess service quality

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Filling out paper quality surveys, which are not visually stimulating and have generally with many questions is a tedious task hardly anyone agrees to do unless they are very angry!. Traditional methods of collecting feedback...

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