\u201cFor this reason, technicians of both organisations developed an API, a link that makes communication between Salesforce, Canon Medical\u2019s CRM system, and Customer Heartbeat, Integron\u2019s research software, possible.\u201d<\/em><\/p>\n<\/blockquote>\nSelf-initiative is possible due to real-time insight<\/h2>\n
The continuous customer survey is conducted in twelve European countries and provides an internal benchmark for Canon Medical’s European headquarters. Benjamin: \u201cAll country managers have customer insight into the online results dashboard of Integron with their personal login code. In this dashboard, they are able to monitor their satisfaction, NPS, customer journey and points of improvement. They might also take self-initiative. This is an excellent opportunity to focus on exceeding customer\u2019s expectations.\u201d<\/p>\n
Filter to avoid irritation<\/h2>\n
Despite every module has a focused target group, a risk of continuous customer feeback remains that customers too often receive a questionnaire. \u201cContinuous may never been seen as annoying. To prevent this, an anti-irritation filter is applied so that respondents are not asked for feedback more often than necessary. Canon Medical decides by themselves how often they invite their customers. In general, this has a maximum of twice a month. Customers who wouldn\u2019t like to be questioned this way, have the opportunity to use an opt-out and will not be invited anymore.\u201d<\/p>\n
A permanent connection with organisation goals and core values<\/h2>\n
Securing the survey as a\u00a0 core part of the company’s strategy is a high priority. \u201cTwice a year a tailer-made report is made with results and analysis which are being discussed with our European management team and all country directors. In this way, a connection is made permanently with our organisation goals and core values.\u201d<\/p>\n
Structurally a grade of a 9+ on satisfaction and an NPS of more than 70 percent<\/h2>\n
The results give reason for optimism. \u201cStructurally, we reach a score of a 9+ grade on satisfaction and an NPS of more than 70 percent. However, this is no excuse for leaning back and relax. That is why we introduced an action threshold on scores beyond a 6 on every question and aspect of the survey. If we score lower on these elements, action has to be taken directly. Staying at the top is more difficult than coming to the top, so we need to be keen on that.\u201d<\/p>\n
\n\u201cStaying at the top is more difficult than coming at the top, so we need to be keen on that.\u201d<\/em><\/p>\n<\/blockquote>\nCommunicating more often with our customers about the added value of the survey<\/h2>\n
Active feedback is crucial in order to maintain a high level of support among customers for continuous customer feedback. \u201cCommunicating with our customers about added value of the survey for our service should result in an increase of the response. This will often happen on an individual level, which makes it more personal and it provides a greater impact.\u201d<\/p>\n
Strong belief in the synergy of satisfaction of customers, internal customers and employees<\/h2>\n
Extending the survey is another ambition. \u201cFirst, we want to measure all the touchpoints of the customer journey. Afterwards, we want to relate the survey to internal customer satisfaction and employee satisfaction, preferrably in one dashboard. We strongly believe in synergy in the satisfaction of customers, internal customers and employees.\u201d<\/p>\n
Continuing and intensifying the co\u00f6peration<\/h2>\n
For Canon Medical there’s no doubt: the co\u00f6poration between Canon and Integron needs to be intensified. \u201cThere are a lot of agencies which can conduct a survey perfectly. They exactly do what you ask them and provide you the asked insights. But for us it is mainly the role of Integron as a sparring partner, the degree of interaction and the mutual respect that have ensured that we are progressive in the field of continuous customer feedback and achieve convincing results. We want to continue and intensify the cooperation.\u201d<\/p>\n
![\"Jack-Hoogendoorn-marketing-manager-Canon-Medical\"](\"https:\/\/www.integron.nl\/wp-content\/uploads\/2019\/08\/Jack-Hoogendoorn-marketing-manager-Canon-Medical-200x200.png\")
Jack Hoogendoorn<\/p><\/div>\n
Optimal customer experience leads to better diagnosis and treatment<\/h2>\n
Canon lookes further than just customers and users. \u201cNext to the medical professionals, we also take the patients who are treated strongly into account. With the help of scientist, we develop new products, technologies and systems to unburden patients during radiographic research or treatments. Medical specialists, as well as heads of radiology departments, are mostly part of our purchasing teams. As much as possible we try to invite all of our customers for a customer survey. This results in a big variety of feedback, so that you can literally say that optimal customer satisfaction leads to better diagnosis and treatment\u201d.<\/p>\n
About Canon Medical<\/h2>\n
Canon Medical offers a full range of diagnostic medical technology and software worldwide for visualizing the acquired data. Patients are in a central point of everything the organisation does. Its mission is to provide medical professionals solutions which support their efforts to contribute to the health and wellbeing of patients worldwide.<\/p>\n<\/div><\/div><\/div>
Do you want returning and loyal customers?<\/h3>\n
Download our Brochure \u2018Customer Experience Feedback\u2019 or contact us.<\/p>\n<\/div><\/div><\/div>