Why Don't Patients and Doctors Choose Your Lab?
Measure experience throughout every test process
Problem
Your Customers Aren't Telling You the Truth
The biggest challenge in your industry is that dissatisfied customers stay silent. 96% of unhappy customers never complain β they either never return, or go straight to Google with a negative review.
Why traditional methods fail:
- Result Wait Times: Patients and physicians expect fast results.
- Sample Collection Experience: Blood draw and sample collection can be stressful.
- Result Access: Online result viewing systems are complex.
- Physician Communication: Communication with referring physicians can be inadequate.
As a result, businesses keep repeating the same mistakes without ever learning the real reasons behind customer loss.
Solution
Feedback at Every Point of the Lab Experience
CustomerEcho captures patient and physician experience from sample collection to result delivery. AI automatically categorizes wait time, staff attitude, result access, and accuracy perception.
How it works:
Capture
Collect feedback at key touchpoints with QR codes - no apps needed, just scan and share in 30 seconds.
Analyze
AI automatically categorizes feedback, identifies trends, and highlights urgent issues requiring attention.
Connect
Link feedback to specific locations, staff, or services to understand exactly where improvements are needed.
Act
Get instant alerts for critical issues, enabling your team to resolve problems before customers leave.
You receive feedback while customers are still on-site β giving you the chance to intervene and turn a negative experience into a positive one.
75%
Patient repeat preference rate
10-15%
Loyalty increase potential
15-25%
Post-test feedback rate
Real-time
Instant analysis
Real-World Scenarios
These aren't hypotheticals. These situations happen every day in businesses like yours:
Result Delays
Patient or physician is waiting for test results.
Promised time is exceeded, treatment plan is delayed.
Similar Situations
Pre-surgery test result was delayed 2 days.
Every time I call they say 'ready tomorrow.'
No result in online system, can't reach anyone.
With CustomerEcho, you manage time expectations and prevent critical delays.
Poor Sample Collection Experience
Patient comes to give blood or provide a sample.
They have a painful or stressful experience.
Similar Situations
Nurse tried 3 times, my arm is bruised.
Waiting area was too crowded and hot.
Nothing child-friendly for my kid.
With CustomerEcho, you improve sample collection experience and reduce patient anxiety.
Result Access Difficulty
Patient wants to access results through online system.
System is complex or not working, forced to call and ask.
Similar Situations
Waited 30 minutes to get password.
Mobile app keeps giving errors.
Can't download results as PDF.
With CustomerEcho, you identify digital experience issues and increase patient self-service rate.
What Feedback Can You Collect?
Customer Echo's AI engine automatically categorizes every piece of feedback. Instead of vague "overall satisfaction" metrics, you get concrete, actionable insights.
Sample Collection
Blood draw and sample collection experience
Example topics: Staff skill, Pain-free procedure, Hygiene, Child-friendly approach
Waiting & Time
Appointment and result wait times
Example topics: Appointment availability, Queue waiting, Result time, Updates
Result Access
Online system and result delivery
Example topics: Portal usage, Mobile app, SMS notifications, Report clarity
Staff & Environment
Lab environment and staff attitude
Example topics: Friendliness, Professionalism, Cleanliness, Comfort
Why Customer Echo?
There are many feedback tools on the market. What makes Customer Echo different is our focus on real industry needs and our purpose-built platform for capturing actionable insights.
Increase Patient Loyalty
Identify dissatisfied patients early, maintain lab preference.
Strengthen Physician Relationships
Measure referring physician satisfaction, protect institutional partnerships.
Operational Improvement
Identify wait times and result delays, optimize processes.
Branch Performance
Compare each location's performance, spread best practices.
Ready to Improve Your Lab Service Quality?
First 14 days free. No credit card required. Start with one location.