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
โBody:
โDear {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 itโs 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
Create a Script for Staff Provide clear instructions for staff handling these calls.
Here's an example:
โScript:
โ
Hi {FIRSTNAME},
โIโm [Your Name] from [Clinic Name]. I noticed that your recent feedback wasnโt very positive, and Iโd like to personally understand your concerns better. Could you tell me more about your experience?
โPossible Outcomes:
โNotification Settings
Destination Platform: Choose Cliniq Apps Task Manager or Asana.
โNotification Priority: Set the priority level based on urgency.
โNotification Receiver: Assign dynamically (e.g., last practitioner, admin staff, or specific user).
โ
โTickets/User/Day: Limit the maximum number of tasks displayed daily to avoid overload.
โSelect 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.
โ
Save the task configuration.
Step 3: Set Up Automation
Go to Automations
Select Automation Category
Define the Automation Type - Choose Satisfaction Follow-up (detractors).
โ
โSelect One Time Automation
โThen click "Continue".
โClick SELECT and choose Patients with Appointments.
โSet the filter to:
Set the Communication Steps
Click "then" and select "Communicate with my patient or my team."
โClick "then" and select "Communicate with patient."
โStep 1: Send an Email
Click "then" and select "Communicate with my team."
โStep 2: Notify Your Team
Finalize and Save
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! ๐