Using both surveys and reviews, you are able to gauge public response to your services while adjusting your image and web presence in a way that strengthens patient relations. Surveys and Reviews are an extremely useful feature that you can use to leverage feedback as you continue growing your practice.
Reviews are public and are a way for your patients to share their feedback with your practice and with other online patients. Reviews are fed to various places on the web including:
· Your Demandforce Local Business Profile page
· Facebook Business page
· Some sites associated with the CityGrid network
· Your business web page (if widgets are installed)
Survey results are visible only to you and are not submitted for syndication on the web. Your patients will see the survey only if they've submitted a review on your Demandforce Local Business Profile Page. The survey can contain up to 13 customizable questions that address the specific interests of your practice. The results of these questions then make up your business' Satisfaction Index or NPS score.
Surveys may not be requested to be removed at this time. They remain private and for your business's internal use.
You can choose to pin (flag) any unread review or survey if you want to quickly view it later within your portal. When you "pin (flag)" a review or a survey, this is for internal use only so that you or a member of your team can quickly see the item. This will keep the pinned (flagged) review or survey at the top of the Unread section until it is "marked as read" or "unpinned (unflag)."
When you select to "unpin (unflag)" a review or survey it is moved into the Read section below into chronological order based on submitted date.
Pinning (flagging) and unpinning (unflagging) is internal only and is not reflected on the Business Profile Page, or anywhere else that our reviews are displayed outside of the portal.
There is a difference between the star rating and the satisfaction index (percentage) although they both come from feedback provided by your patients.
The star rating is usually associated with a review filled out by your patient, which may later publish to third-party sites such as Citysearch. The satisfaction index, on the other hand, is based on the private survey questions that your clients answered. It shows an automated average score subject to the ratings from all submitted answers.
Because these are completely separate evaluations, you may receive 100% from a survey while the star rating is four and half stars. If you notice an illogical discrepancy between your star rating and satisfaction index from the same patient, please contact your patient to resolve the issue.
Your patients can choose to provide feedback without revealing their identities, which encourages honest feedback. Also, patients are more likely to give feedback if they can stay anonymous. The more reviews a practice receives (especially if the reviews are good) the likelier that business is to attract new patients.
We don't provide information of patients who leave anonymous reviews/surveys. If you believe a review satisfies our removal criteria, you can request for the review to be removed.
Note: Since we sync with your software, we can certify that the reviews/surveys are from real patients, even when the review/survey is posted anonymously, by matching a review with an actual visit.