Logo

Customer Experience Experts, The Mystery Shopping Company For Health Care Providers Brings You...

PerformanceChek™

Employee Performance and Facilities Check-Ups Exclusively for the Health Care Industry

Provide your managers with the information they need to have a top-performing office, clinic, business or hospital.

Join top performing health care facilities that don't just spend their money on training for patient/resident/client service skills, but also monitor their locations for customer service and facilities excellence. Customer Experience Experts is dedicated to helping service committed organizations take advantage of best practices that are being done in the industry to develop and reward employees, attract and keep patients, residents and clients and enhance reputation and increase profits. Well-executed mystery shopping programs have been proven to improve performance and results.

Our mystery shopping program gives you the information you need to reward great performance, and coach those employees who need encouragement to succeed. We create a customized survey for your organization, based on what is important to you.

Lending our expertise to help enhance the patient/resident/client experience:

  • Solidify and strengthen relationships with patients, residents, family members and clients
  • Set standards of performance & assure employee buy-in and compliance
  • Measure and coach employee performance to reach organizational goals
  • Monitor patient/client satisfaction levels & discover unmet needs
  • Understand reasons for client defection and manage against future occurrences

A resource for health care professionals in a broad continuum of services:

  • Hospital & health care clinics
  • Home health and personal care providers
  • Doctors’ offices/medical, optical & dental practices
  • Pharmacies & medical equipment suppliers
  • Emergency/out-patient treatment facilities
  • Skilled and assisted residential care facilities
  • Adult & child day care facilities
  • Emergency and special services transport providers
  • Physical, occupational & speech therapy practices
  • Counseling & mental health service providers

Areas you may wish to Consider Measuring:

  • Attitudes of care givers, office personnel and others who have client/patient contact
  • Greeting patients/residents & clients and making them feel important and welcome
  • Thanking the client/patient for choosing your facility/practice/organization
  • Communicating in a clear, audible and respectful fashion
  • Understanding, empathy & compassion in communication
  • Respect for privacy and confidentiality of patient/client information
  • Intake process for new clients/patients and residents
  • Demonstrating knowledge of services available
  • Informing clients/patients of special events, programs or initiatives
  • Quality of meals, public meeting spaces, social events, communal activities
  • Asking clients/patients if they have questions and if they are comfortable with and knowledgeable about any next steps
  • Asking clients/patients if there is any other way you can serve them at conclusion of interaction
  • Respect for individual needs and/or limitations of patient/client
  • Smiling, eye contact, tone of voice
  • Appearance and professionalism of employees, adherence to dress codes
  • Wait times
  • Clarity and helpfulness of written materials and web resources
  • Facility and work area cleanliness and organization
  • Visibility of directional signs and other important information
  • Parking/traffic patterns

Reporting & Frequency:

  • Advanced online technology
  • Customized reports to meet your specific needs
  • Your facilities’ service and location score can be determined on a one-time basis, or done quarterly, semi-annually, or at the frequency of your choice. We can survey one office, designated locations, call centers, or all of your facilities.

Why choose Customer Experience Experts’ PerformanceChek™?

Nancy Draude, President of Customer Experience Experts, has more than 30 years of experience helping service committed companies maximize their sales and service culture. Her team has expertise in assessment surveys of employees, development of sales and service standards of performance, sales training, sales and service tracking (mystery shopping), as well as the implementation of effective recognition and reward programs. Customer Experience Experts also helps develop effective merchandising and promotional displays to ensure a clean and professional environment.

Are you ready to get started?

We invite you to call 717-371-5310 or email us today at nancy@customer-experience-experts.com for more information or to request a quote.

© 2017 Customer Experience Experts
717-371-5310 | Request a quote

"Good enough never is." --Debbie Fields

A product for everyone