BLOOMINGTON, Minn., Nov. 20, 2012 /PRNewswire/ -- Acuo Technologies®, the world leader in high-performance software and services for clinical content management and data migration, announced today successful results from a newly implemented customer satisfaction program.
With a rapidly growing global customer base, leaders at Acuo were determined to preserve the company's ability to proactively respond to customer needs in a timely and individualized manner. They also wanted to expand their capability to monitor and measure customer satisfaction with Acuo products and across all professional services, from software implementation to data migration, customer support and project management. Acuo needed a scalable survey method that would be fast and convenient for customers while providing the greatest number of responses with quick turnaround of results.
Acuo worked with healthcare solutions provider Katalus to implement its PeerIntel solution, which gathers rapid customer feedback by combining a mobile survey platform and a proven methodology. With PeerIntel, Acuo sought to capture actionable data about customer loyalty and satisfaction using the Net Promoter Score® (NPS) methodology. The NPS approach for measuring Acuo's customer satisfaction used a single survey question that correlates strongly with expanded use of Acuo products, potential for referrals and other actions that will contribute to the company's growth.
Using PeerIntel, Acuo received feedback from 46% of its customers. Most customer insights were received in just three days and the response rate exceeded all previous Acuo customer satisfaction initiatives combined. "Acuo's customer loyalty score was one of the highest we've seen in the healthcare technology industry," said Jeremy Bikman, CEO of Katalus. "All survey scores and comments are accessible to Acuo leaders through a real-time executive dashboard, giving them the information needed to quickly follow up and resolve any customer issues."
In addition to the NPS index, which will serve as a baseline for future customer research, survey responses are helping Acuo better understand how clients plan to expand their use of the company's Universal Clinical Platform across the healthcare enterprise. Acuo plans to continue its use of PeerIntel, along with other client communication initiatives, by establishing a quarterly program for gathering feedback from global customers.
"The consistent feedback will keep Acuo focused and engaged with customer needs as we grow our business around the world," said Imad Nijim, Vice President of Operations for Acuo. "This particular survey helped us learn not only specific details about the departments our clients want to connect to their VNA but also that many of them want our guidance on how and where to take the deployment once it is connected to radiology and cardiology. Obviously, that education process provides a real opportunity for Acuo to develop stronger relationships with our customers."
PeerIntel, a Katalus solution, combines a simple but powerful mobile survey platform with a proven methodology to help companies gather more executive-level customer feedback, faster. Unlike traditional survey tools and their single-digit response rates, PeerIntel typically delivers feedback from 40 to 50 percent of targeted customers in a matter of days. That's why PeerIntel is used by healthcare organizations and others around the world. For more information, visit www.peerintel.com.
About Acuo Technologies
Acuo Technologies, with headquarters in Minneapolis, MN, was founded in 2000 with the objective of developing the first enterprise-wide collaborative Universal Clinical Platform (UCP) solution for medical image content, both DICOM and Non-DICOM. Today, Acuo supports implementations of UCP around the world, including locations in Africa, Australia, Europe, North America and South America. For more information on providing superior clinical content management and data migration while simplifying operations and reducing costs, visit www.acuotech.com.
DICOM is the registered trademark of the National Electrical Manufacturers Association for its standards publications relating to digital communications of medical information.
Net Promoter Score, Net Promoter and NPS are registered trademarks of Bain & Company, Satmetrix Systems and Fred Reichheld.
SOURCE Acuo Technologies