Tag phone-touch surveys
- •Add a question asking if the patient called vs. used portal.
- •Filter results to only phone-origin interactions.
Experience KPI•Patient experience
Patient Satisfaction Delta
Measures the NPS/CSAT lift tied specifically to faster phones and clear follow-ups.
When boards demand proof that AI helps patients, share this KPI. It tracks CSAT survey responses tied to phone interactions so you can show the +8–12 point gain post-launch.
CSAT lift
+8 to +12 pts
Within the first 60 days of AI answering first.
Key driver
Speed to answer
Largest verbatim theme we see in surveys.
Compare rolling averages
- •Plot 4-week rolling CSAT before and after launch.
- •Call out verbatim trends referencing faster phone pickup or escalations.
Assumptions
What this KPI assumes
Consistent survey channel
Same CSAT tooling before and after go-live.
Phone-tagged records
Responses explicitly tied to phone experiences.
Supporting proofs
Share with finance + ops partners
Need help running CSAT?
We’ll help embed the phone-tag question and build the before/after delta chart.