Identified Causes of Customer Attrition to Improve Satisfaction at Healthcare Service Provider

Challenge

A healthcare service provider faced customer attrition due to poor quality of the customer experience and misalignment between organizational stakeholders. The company needed to evaluate key relationships between client perception and business factors to identify causes of attrition and dissatisfaction.

Approach

The SSA & Company team modeled client event-based survey attrition data using advanced analytics and assessed gaps in the current quality KPIs based on customer satisfaction and attrition drivers. We designed and executed a Voice Of Customer (VOC) survey to understand customer experience and the main drivers of customer dissatisfaction and used the results to analyze drivers of misalignment between customer expectations and actual service delivery which lead to a proposed new customer journey framework and solution.