GE Healthcare IT: The Power of Real-Time Feedback

NPS score rose from 70 to 84 within first year live

GE Healthcare IT provides transformational medical technologies and services that are shaping a new age of patient care. As an early adopter of NPS, GE Healthcare IT has always prioritized customer satisfaction feedback, but lacked the unified technical solution to deliver real-time data with the precision and speed its employees could rely on.

The company decided to conduct an in-depth survey of the Customer Experience Management space, evaluating all major vendors with criteria that included implementation time, capability to handle complex organization structures, ability to operationalize data, action management, automated text analytics, and more. Medallia ticked every single box.

Today, GE Healthcare IT has gained a holistic, real-time picture of customer health. They take action on customer feedback immediately as it comes in; the process used to take 15 to 30 days. And with this real time approach, within one year, GE Healthcare’s IT division has seen its net satisfaction score increase from 70 to 84—a world-class level in any industry, and especially impressive in healthcare.

Based on this success, GE Healthcare is expanding Medallia across additional businesses to track customer satisfaction with the same precision and immediacy those customers have come to expect from the company’s products.