Live Customer Experience

Purpose

One of the best ways to truly understand an organization is to visit it as a consumer. This allows us to experience what kind of response an organization is offering their consumers so that we can better understand what needs to be addressed. In this “Secret Shopper” work, an MTM consultant will come onsite unannounced to observe the waiting room, feedback given to them and others, and/or will go through the assessment process themselves to help map out what that experience is like for a consumer. The “Secret Shopper” experience and onsite review provides a clear understanding of an organization’s access processes and provides firsthand experience with staff, their level of customer service proficiency, and the state of the facility – all keys to becoming a provider of choice.

Process

  • 60-minute Kick-off meeting with senior leadership and participating program leadership to outline timeframe, sites to be evaluated and the organization’s desired service penetration.

  • One full onsite day, to encompass one site with full assessment or two sites for general observations, where an expert consultant physically comes to the facility to evaluate the organization’s processes. This is the consultant’s “secret shopper” experience and evaluation of your organization.

    • Additional onsite evaluations are possible and determined as necessary during planning conversations.

  • Delivery of a thorough and detailed Live Customer Experience Evaluation report that will provide organizations with specific scenarios encountered, strengths and weaknesses observed and best practice recommendations for enhancing the consumer experience.

  • 60-minute outcome review with senior leadership to provide high-level recommendations and opportunities for growth based off the Live Customer Experience Evaluation report and insights.

  • Up to three 1-hour Rapid Cycle Change Team meetings where consultant recommendations are converted into real time solutions.

Timeframe: 1-4 months

Outcomes:

  • • Enhanced patient/client satisfaction.

    • Actionable solutions to pressing customer experience concerns.

    • Significant risk reduction through improved customer experience processes
    and streamlining of patient/client experience.

MTM Team

LMHC, MCAP, QCS
Workforce Development & Process Change Consultant