Good for you - I want in the ICU delivering care during COVID as a frontline clinician. You don't get to pull this line.
I live in a major metro and there are no pharmacies left except the largest ones. All my problems have to do with insurance not covering things, and insurance asks me to ask the pharmacy, pharmacy asks me to ask the insurance, and often insurance then asks me to ask my doctor to adjust the dosage cause they won’t cover that many days. Customers are batted around and I don’t see any AI that will solve this problem which is structural. The only value I see in AI is cost savings to replace humans, which is to say practically none as a customer over a website to check status and try to refill things.
If that’s how you’re measuring patient satisfaction, you’re completely clueless.
But I thought the issue with customer surveys was how biased they could be toward negative experiences cuz nobody else is angry enough to respond.
They can be biased toward positive experiences too, if customers feel the job of the person that helped them is on the line.
NPS is asking your customers "how likely are you recommend us to a friend or colleague?". That's definitely not an accounting number. If you care about this, you can instead ask your _new_ customers if someone recommended you. Or you could hire a third party to do an independent survey among your target demographic.