Clinic Awareness and Satisfaction Research
Background
Our team was invited to measure customer’s awareness and usage experience of a partnered clinic.
My Role: Lead researcher
Method: Survey, interviews, concept testing
Impact
The research informed customer acquisition and retention strategies, increasing clinic awareness by 23% over the course of one year and growing membership by 1300%.
Objectives
What does primary care clinic mean to our customers?
How do customers perceive the ‘new clinic’?
What is the level of awareness, familiarity, and consideration of clinics among our target audiences?
Why do people choose to go to clinics and what factors keep them from considering or getting care from the clinics?
What are the opportunity areas we could drive customers to our partnered clinics?
