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.
Have you logged into Facebook today? If so, you’ve likely seen at least a few new ice bucket challenge videos in your news feed. And it’s not slowing down! In fact, the Geonetric client advisor team was recently nominated — and accepted — the challenge. It’s simple. Pay a $100 donation toward ALS research to stay dry, or donate $10 and dump a bucket of ice water over your head. Then, nominate your friends to do it.
Here’s what we learn from this viral campaign, which has raised over $88 million in a matter of weeks:
Drama. Likable characters. A happy ending.
Keys to a great story, right? They can also be keys to compelling Web content – as we learned last month at Camp Reboot, Geonetric’s ninth annual eHealth Symposium.
For those of you who weren’t able to join us, here’s a recap of a presentation from a member of our content team:
Great storytelling can expand your healthcare brand, according to Michelle LeCompte, Geonetric’s director of content services. Stories capture attention, connect with the reader and continue to resonate after they’re told. Stories engage our emotions – and have been proven to convert behavior. Michelle shared:
“Brands that connect with their buyers on an emotional level will see two times more impact than marketers trying to sell functional value.”
Her point? When it comes to marketing, feelings win out over facts every time.
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!