Measure and improve patient satisfaction. Understand what drives every score.
Email and paper satisfaction surveys are hard to scale and miss patient sentiment. InsiderCX automates the collection process via WhatsApp and SMS, analyzes patient comments, and gives your teams the insight they need to improve patient satisfaction.
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A satisfaction score alone does not tell you what needs to change
Top three reasons why your patient satisfaction data fail to drive real results.
You are working with a small sample
On average, paper and web forms capture around 5% of patients. That is not a representative sample patient experience teams need to make good decisions.
Scores show the result, not the reason
An overall satisfaction score can tell you that one clinic is underperforming. It cannot tell you whether the cause is appointment availability, wait times, communication, billing, clinical interactions, or something else.
Problems surface after it is too late
When satisfaction reports are reviewed monthly or quarterly, dissatisfied patients may already have left, complained publicly, or chosen another provider. Meanwhile, the same issues continue to affect patients.
Our patient satisfaction software is built to help you act
InsiderCX connects satisfaction measurement with the tools and workflows your teams use to improve patient experience. Collect more responses, identify quality and operational issues, and turn every insight into a clear next step.
Collect representative data after every visit or interaction
Reach patients through WhatsApp and SMS using branded, personalised surveys that are simple to complete on any device.
Understand the context behind every satisfaction score
InsiderCX analyses patient comments alongside satisfaction ratings to show what is driving your scores up or down. AI-powered analytics categorise feedback, detect recurring themes, and highlight the issues that need attention.
Resolve complaints before patient switch providers
Low satisfaction scores (your detractors) are immediately flagged so that clinic teams can investigate, respond, and close the loop quickly.
Turn satisfied patients into public advocates
Positive patient experiences should support your clinic’s reputation. After patients submit the survey, they can be prompted to share their experience on the public review platform of your choice.
Get a free proof of concept
Launch a free pilot and run patient satisfaction surveys for a limited period. Evaluate the insights with your own teams before spending a single cent.
Everything you need to manage patient satisfaction at scale
Designed for healthcare organisations that need a reliable, practical way to improve patient experience and satisfaction across multiple locations.
Built specifically for healthcare
Workflows that follow real patient journeys, clinical operations, and the reporting needs of private healthcare providers. The platform is fully GDPR-compliant, with EU data residency.
Plug-and-play implementation
Our internal teams handle implementation, integration with your existing software, and survey design. No burden on your IT team or clinical staff.
AI-powered patient analytics
Use AI to analyse patient comments, group feedback into meaningful themes, find mismatches between scores and comments, and identify the factors having the greatest effect on satisfaction.
Support from industry experts
You'll get a dedicated account manager with healthcare operations expertise that can be reached via phone or email. Plus automated weekly and monthly progress reports.
Patient satisfaction insights your team can trust
higher response rates vs. email and paper
increase in Net Promoter Score (Affidea)
month-to-month NPS increase (Optical Express)
Survey responses collected in under 4 months (TDP)
Why clinics rely on InsiderCX
"Partnering with InsiderCX has led to significant improvements in our patient experience and operational efficiency, primarily by clearly interpreting patient feedback. This collaboration resulted in a higher Google rating and an 18.5-point increase in our NPS."
Frequently Asked Questions
Patient satisfaction software helps healthcare providers collect, analyse, and act on patient feedback and satisfaction scores. It rarely comes as a standalone tool; you will most often find it as one feature or module inside a modern patient experience platform like InsiderCX.
Yes. InsiderCX enables you to create and send different types of patient surveys. That includes CAHPS questionnaires, as well as surveys used to collect evidence and patient feedback for CQC-related reporting. Our patient-experience specialists can help adapt the survey structure to your services, patient journey, and reporting requirements.
InsiderCX can integrate with medical software, booking and patient-management systems, communication platforms, and productivity tools. These integrations can automate survey triggers, route alerts, and connect patient feedback with existing operational workflows. Our team manages the technical side of integration — making the implementation process seamless and hassle-free on your end.
Once we set our collaboration into motion, you are assigned a dedicated specialist who will ensure that all project requirements are met within the agreed-upon timeline. Usually, it takes 10–12 days to get everything up and running.
Before starting our collaboration, we sign a data processing and protection agreement that regulates how patient data is transferred and processed, the protective measures in place, and the data erasure procedures. Full compliance with GDPR and data security is our top priority!
Yes, we do! The first step of our partnership is a free Proof of Concept project where you can test the platform and decide if it’s something you’d like to continue using.
If you’re not satisfied with the results of the Proof of Concept project, you don’t need to pay anything or continue using the product. We want to make this process risk-free for potential clients.
Yes! If you’re satisfied with the results of the Proof of Concept project, we sign a one-year contract. Committing to longer than a single year is also possible — and we’ll reward that with a discount!
No. All of the changes that might happen — like changing the survey, adding or removing questions, and customer support — are included in all of our tiers. No hidden costs!
No. Our platform is a turnkey solution. What that means for you is that our team will take care of all the heavy lifting and changes that might occur — you just need to use the data we collected.
When we kick off our partnership, you get a dedicated account manager who is available via email and phone. You won’t be talking to bots but to real people, and we respond to all of your questions within 8 hours.