Why Focus on Detractors?
Did you know that 91% of unhappy customers who are not proactively engaged will not return to your business? Additionally, detractors are 2-3 times more likely to share their negative experiences than promoters. By creating an automation to identify and engage with patients who give a satisfaction score of 0-6, you have a unique opportunity to address their concerns and potentially turn them into loyal advocates.
This guide outlines how to set up an automation system in Cliniq Apps to win back detractors and ensure no unhappy patient is left unheard.
Step 1: Create Message Templates
Email Template
Compose an email to engage with patients who gave a low satisfaction score.
Here's a sample script:
Subject Line: Thank You for Your Feedback
Body:
Dear {FIRSTNAME},
Thank you for sharing your feedback with us. We deeply regret that your recent visit did not meet your expectations. Your experience is very important to us, and we would like to address your concerns.
PLEASE REPLY TO THIS EMAIL if it’s fine with you that one of our staff members will call you within the next 24 hours to follow up and resolve any issues.
Thank you for giving us the chance to improve.
Best regards,
[Your Clinic's Name]
(You can modify or use your own script.)
Step 2: Create Task in Cliniq Apps
Create a Task
Go to "New Message" and click on "Task."
Enter the task name: Follow Up with Detractor Patients.
Create a Script for Staff Provide clear instructions for staff handling these calls.
Here's an example:
Script:
Hi {FIRSTNAME},
I’m [Your Name] from [Clinic Name]. I noticed that your recent feedback wasn’t very positive, and I’d like to personally understand your concerns better. Could you tell me more about your experience?
Possible Outcomes:
If the patient shares a concern, acknowledge it and assure them of action.
If the patient is unwilling to share, thank them and let them know you’re available for any future support.
Notification Settings
Destination Platform: Choose Cliniq Apps Task Manager or Asana.
Notification Priority: Set the priority level based on urgency.
Notification Receiver: Assign dynamically (e.g., last practitioner, admin staff, or specific user).
Tickets/User/Day: Limit the maximum number of tasks displayed daily to avoid overload.
Select the Sender Number (Optional): If you have a dedicated SMS sender number, select it to display as the sender in your SMS communication. If not, the default number will be used.
Save the task configuration.
Step 3: Set Up Automation
Go to Automations
Click "Create New Automation" and give it a name like "Detractor Follow-Up." Avoid special characters in the name.
Select Automation Category
Assign the unsubscription category such as “B” for Satisfaction Follow-up (detractors) so it’s easy to manage later.
Define the Automation Type - Choose Satisfaction Follow-up (detractors).
Select One Time Automation
Then click "Continue".
Click SELECT and choose Patients with Appointments.
Set the filter to:
Clinic Location: Select the relevant location or choose All Locations to apply the automation across your entire practice.
Satisfaction Score: Click the and button and set it to 0-6 to target detractor patients.
Set the Communication Steps
Click "then" and select "Communicate with my patient or my team."
Click "then" and select "Communicate with patient."
Step 1: Send an Email
Choose the email template you created for detractors.
Set the time delay to 1 hour later.
Click "then" and select "Communicate with my team."
Step 2: Notify Your Team
Add a task to notify staff of the detractors.
Select the task you created earlier.
Set the time delay to 1 day later.
Finalize and Save
Click Apply Changes and then Save Automation.
Activate the automation by clicking the PLAY ▶️ button.
Activating this automation ensures that:
Patients who gave a low satisfaction score are immediately acknowledged, showing your commitment to their well-being.
Your team stays proactive by receiving timely notifications to follow up on detractor cases.
Negative experiences are addressed promptly, reducing the risk of negative word-of-mouth and improving retention rates.
You turn unhappy patients into satisfied advocates, ultimately growing your practice.
Need Assistance?
If you have any questions or require further support with Cliniq Apps, please chat with us via the Cliniq Apps messenger.
Enjoy growing your practice with Cliniq Apps! 🚀
