SYNLAB Stays Customer Centric with Relias XM

Synlab, Europe’s leading provider of laboratory diagnostic services, with locations in 36 countries across 4 continents, is focused on providing customer-centric medical excellence.

Overview

“With [Relias] we give our patients and customers a strong voice and strengthen our customer-centric approach towards medical diagnostics. We are using insights gained on a daily basis to continuously improve our operations.”

— Alexander Hagen, Group Head of Commercial & Marketing, SYNLAB

How Synlab leverages Relias

• To survey hospital-partners, clinicians, and patients to evaluate the service they provide and gain candid, real-time feedback
• To use instantaneous data to improve day-to-day processes related to patient and customer experience and perform real-time service recovery

Engagement

• B2C (patients): 2,100+ blood collection points. Measure CSAT and NPS:
  • CSAT: Operational questions to guide the daily business/quality operations
  • NPS: Universal KPI for leadership
• B2B (physician and hospital clients): Hospitals and physician offices in 14 countries measure NPS and survey medical staff and hospital administrators.

Outcomes

Dramatically improved NPS

• Group-wide improved +4 points from 2021-22.
• France market improved +22 points from 2020-22.
• Some locations saw a 34% improvement.

Positive impact on Google Reviews

• Rating average improved from 2.9 to 4.4.
• 20+ new reviews per location within 4 months.