Our mid-year client satisfaction survey was a success in so many ways.
One, more than 80 percent of Geonetric’s clients responded. Maybe that’s because clients know we listen and they’re eager to share their thoughts. Or, maybe it’s because we gave away four $100 giftcards to random participants! Either way, we’re thrilled when we get feedback from so many of our clients and can really dive deep into what’s working and what needs improvement.
Two, the biggest area we need to focus on is an area we’re aware of and have already applied considerable pressure: our backlog. We’re excited to see these scores improve as new team members get up to speed.
And three, it’s so much fun to be in a position to share some of the amazing comments we get. Client advisors are called out by name over and over again for consistently delivering top-notch service. Established clients appreciate the new functionality that our engineering team delivers. New clients rave about the launch process.
So let’s dive in and take a closer look.
Geonetric has been doing our quarterly client satisfaction survey for a few years now. It’s a valuable tool for gathering feedback from our clients and making sure we’re all aligned on the right path … and we’ve been seeing great results.
In an agile environment, however, periodic retrospectives are a critical component – even when things seem to be running smoothly. A retrospective is a planned meeting that gives a team the opportunity to reflect and adapt. In a typical retrospective, we ask three overarching questions:
- What’s going well?
- What could use improvement?
- What actions should we take?
We applied those questions to our Client Satisfaction Survey process … and here are our observations and interpretations.
We did it again! The results of this quarter’s client satisfaction survey (and yes, we do it every three months) shows that our clients continue to value Geonetric as their Web partner. Last quarter, we hit an all-time high overall score of 5.32 on a scale of 1 (lowest) to 6 (highest). This quarter, we maintained that impressive score.
We have a pretty lofty goal for response rate. We need 70% participation, every survey. And you know what? We’ve consistently exceed that goal for more than two years. This time around, 73% of our clients participated in the survey and 92% of those respondents gave us a 5.0 or higher overall score!
When promoting a campaign, when should you develop a microsite vs. a landing page? This simple question has generated many conversations here at Geonetric, especially as we work with clients to promote their wellness campaigns online. And like many questions, the answer is: it depends.
Let’s start by defining microsites. A microsite is a mini website separate from the hospital’s main website. Microsites are typically small sites – with 3-10 pages. What makes them different to a small website is that microsites are usually built to be promotion specific – they focus on a specific topic or target a specific audience. Microsites deviate from the organizational site in terms of design, colors, logos, and messaging.
There are several reasons why you may need to create a microsite:
It happens when you build websites founded on research, designed to be engaging and written to connect with audiences. Already this year Geonetric clients have taken home Aster Awards, Hermes Creative Awards, and Web Health Awards. And it’s only June! Well, we can add two more to that list, because last week The Interactive Media Awards announced its 2011 winners, and Geonetric’s own Dean, headquartered in Madison, WI, and St. Vincent’s HealthCare, headquartered in Jacksonville, FL, took top honors.
Dean and St. Vincent’s HealthCare both received Outstanding Achievement in Website Development and their sites were judged on design, usability, technical features, standards compliance and content. In order to win this award level, the sites had to meet strict guidelines in each area — an achievement only a fraction of sites in the IMA competition earn each quarter.
I have a feeling the award-winning isn’t over, so stay tuned through the rest of the year to see more clients recognized for effective Web initiatives.
In March, we launched four successful new client sites. And although four launches in one month is impressive, we’re much more focused on the successful part of that sentence. Why? Because we believe a website, intranet or patient portal is only as good as the results it delivers.
We help our clients see the results of their efforts immediately. Not only do they hear the rave reviews and compliments from their own site visitors, we also provide them with a post-launch report detailing statistics on their key success measurements.
Here’s a look at our recent launches and some of the stats we’ve seen:
- MidMichigan Health started the month with the launch of its new website and “MyMidMichigan” patient portal. Within two weeks of launching, MidMichigan noticed an improvement in key site traffic measurements: visitors are spending more time on the site and the pages are relevant to visitors measured by a low bounce rate.
- Mid-month, Overlake Hospital Medical Center unveiled its new website and “My Overlake” portal, and also became the first hospital to launch a mobile site in the greater Seattle area! The new site generated 478 total portal users in a month and the first portal users signed up within an hour of launch. And after just four weeks, Overlake’s visits were up by 28%, a total of $93,201.41 was collected in online bill payments (a new feature for Overlake), and again, pages are relevant to visitors measured by a low bounce rate of 27%.
A board of directors plays a critical role in any organization. They’re responsible for determining an organization’s mission and purpose, overseeing the executive team, setting broad objectives, monitoring financial performance, planning, and allocating resources. Adding to those challenges, board members typically are not full-time employees and have other responsibilities. So it’s pretty critical to allow them to share confidential information from remote locations in a way that is easy, immediate, secure, efficient and financially responsible. Oh, and if it aligns with your green initiative, that’s even better.
Enter the board extranet. With the right software, you can use the Web to improve communications with your board of directors. It fulfills the whole list of requirements, and it’s easy to track the results to prove return on investment (ROI).
Lose 10 pounds. Give more to charity. Create an integrated online marketing plan. Yes, it’s that time of year again when we make that wish list known as New Year’s resolutions. But when it comes to creating a consistent experience for your online site visitors, it can’t just be a wish.
Getting a handle on all the online tools at your disposal is overwhelming. That’s why at the beginning of the year, Geonetric released a white paper that discusses the importance of implementing a cohesive online marketing strategy – one that simultaneously addresses your myriad audiences and communications channels. We call it the eConnections Framework – a vision for integrating the Web, patient portal and social media.
That white paper proved useful while talking with hospital marketers throughout the year, especially at industry conferences. While there’s a lot of buzz about relatively new concepts like social media and patient portals, there are still many questions about basic Web functionality, allocation of resources to the various channels, and project prioritization.