Embracing customer feedback spurs innovation at LUX MED

LUX MED is the largest medical provider in Poland with 250 clinics, 10 hospitals, 16,000 employees and 7,000 physicians representing several dozen specialties. Creating an organizational culture based on listening to patient feedback helps the medical provider fulfill its mission to “help people live longer, healthier and happier lives.”

As the COVID-19 pandemic swept across the world, LUX MED needed to use innovation to face a new reality not only to fight the spread of the virus, but also continue delivering care to all patients in the safest way possible. During such an unprecedented time, it was critical to quickly collect feedback to learn of arising issues, the cause behind dissatisfaction and churn and understand drivers for loyalty and advocacy while continuously innovating to provide safe, high quality care.

Read the case study and find out how LUX MED used Medallia to improve the patient experience, increasing annual growth of revenue by 7% per customer and increasing Net Promoter Scores by 30 points.