As BabyMD is a split of online and offline offerings, it is critical to maintain a split between the both →
| Action Item | Why will this help? | Tracking metrics |
|---|---|---|
| Standardise Processes (Appointments, follow-up etc.) | Reduces variability, improves satisfaction, lowers operational costs and increases efficiency | Customer satisfaction surveys ✅ |
| Complaint rates ⏬ | ||
| Invest in Training for customer facing roles | Enhances skills, reduces errors and improves customer interaction | Customer satisfaction surveys ✅ |
| Complaint rates ⏬ | ||
| Feedback Loops and follow-ups with the patients | Gathers insights for improvement and shows customer-centric approach | Customer satisfaction surveys ✅ |
| NPS scores ✅ | ||
| Google Reviews ✅ | ||
| Frictionless Customer Journeys (While booking appointments, providing them with advice) | Reduces churn, improves satisfaction. | Churn Rate ⏬ |
| Conversion rates ⏫ |
<aside> 💬 USER INSIGHTS - “I use this app which gives me a live update on how much waiting is there at the OPD and when will my turn come! It makes it so easier to plan everything because of the live tracking”
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<aside> 💬 USER INSIGHTS - “We have written everything down and have set up reminders, but we don’t need them because we get a nudge from our hospital about the vaccination dates which is very convenient”
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