The client had mountains of data — and an anthill of insight.

The Situation


Major global healthcare provider possessed mountains of data – both internal (such as patient and employee surveys) and external (market data, purchased, etc.) – yet they were losing market share and needed to understand underlying issues to gain insights that would drive their business strategy.

The Approach


Encima provided advanced and statistical analysis to identify and predict the underlying drivers of NPS (Net Promoter Score) and customer experience (which directly correlated with the company’s performance).  Over 4 million data points were analyzed including internal, CMS (5-Star, HCAHPS), medical outcomes, and other data sets to generate actionable insights.

The Outcome


Encima identified high-valued, specific, multi-channel initiatives that provided tangible benefits for the patients and enhanced their overall satisfaction with the care provided.

  • clear path for patient experience (through acquisition and retention) while providing tactical inflight (end-to-end) optimization.
  • company has experienced a beneficial shift in the market and is more focused on continuing to improve customer experience.

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