Our client is one of the leading healthcare systems in the northeastern United States, delivering nationally recognized inpatient and outpatient care through its hospital and expansive physician network. With more than 600 providers across 140+ locations, the health system offers coordinated primary, specialty, and urgent care services across multiple counties.
The client’s IT team faced a critical challenge of perception: employees and clinicians no longer trusted or engaged with IT surveys, creating a disconnect between service delivery and the user experience. Their IT survey program had become a check-the-box activity rather than a genuine feedback channel. Instead of fostering engagement, it created frustration and apathy.
Key issues included:
• Low Credibility: Surveys flagged as “external” were mistaken for spam.
• Generic Format: One-size-fits-all questions that didn’t match real service interactions.
• Survey Fatigue: Frequent, repetitive follow-up surveys sent regardless of satisfaction.
• Low Engagement: Response rates stuck at ~3%, leaving IT without meaningful insight.
In short, the feedback loop was broken, eroding trust between IT and its users. The healthcare system partnered with the HTC Service Desk team, under the BPS Customer Experience Business Unit, leveraging its expertise in human-centered IT design and process transformation to build user trust and drive higher survey response rates.
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