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How Natera transformed patient experience using SurveySparrow

Higher response rates

Easy data analysis

Increased staff accountability

About Natera

As a global leader in genetic testing, Natera specializes in oncology, women’s health, and organ health. Using cutting-edge DNA technology, Natera helps healthcare providers detect and manage conditions earlier, leading to more targeted and effective treatments. By leveraging non-invasive testing and real-time data, Natera enables better decision-making and improves patient care. Patient feedback plays a crucial role in refining its services, ensuring meaningful experiences for both patients and healthcare providers.

Austin, Texas

B2C

Industry

Biotechnology Research

Use Case

Customer Experience

SurveySparrow has made collecting patient feedback effortless. Our response rates have shot up as our patients find it incredibly easy to share their feedback. The real-time insights help us address concerns instantly, making a real impact on patient satisfaction. It’s fast, effortless, and keeps us closely connected to our patients' needs.

Heather Moster

Manager at Natera

Goal

Natera aimed to enhance patient experience by understanding satisfaction levels and gathering detailed feedback on their services. Their goal was to measure patient satisfaction, identify strengths, and uncover areas for improvement to address the patient's concerns immediately.
In addition, increasing response rates was a key focus. To achieve this, they wanted a frictionless and patient-friendly solution that made sharing feedback quick and effortless.

Challenges

Initially, Natera relied on Google reviews for patient feedback, but many patients were hesitant to leave public reviews. This limited their ability to gather meaningful insights into patient sentiment. Without detailed, private feedback, measuring satisfaction and identifying areas for improvement became difficult.

Another challenge was data accessibility. Since reviews couldn’t be downloaded, tracking trends over time was a struggle. With offline devices spread across multiple locations in the USA, organizing and segmenting feedback by location was complex. They needed a centralized, efficient system to gather, access, and analyze patient feedback efficiently.

Solution

To enhance their patient experience, Natera implemented Offline Surveys across multiple locations. iPads were placed in clinics to capture real-time patient feedback.

At the end of each visit, patients were guided to the satisfaction survey, making it easy to share their experience instantly. To streamline data management, Natera leveraged a dynamic dashboard with custom reports allowing them to organize and review feedback efficiently across all their locations.

Results

Natera saw a significant rise in response rates, as patients found the survey process simple and intuitive By capturing immediate feedback, responses were genuine and reflective of the patient’s experience.

One of the most impactful changes was the real-time visibility of feedback. With instant insights, Natera’s staff became more mindful of patient interactions, knowing that every experience was being monitored. This increased accountability, ensuring that any concerns were addressed immediately. As a result, patient satisfaction improved, and staff could make immediate adjustments to enhance the overall experience.

Moreover, Natera could download individual responses, track trends and analyze patient sentiment using a centralized dashboard, making it easier to identify areas for improvement.