Introducing CSAT Measurement for GEHealthCare Digital Experiences
GE HealthCare – Digital Experience Platform
Challenge / Problem Statement
The MyGEHealthCare platform lacked a systematic way to measure customer satisfaction (CSAT) across its digital experiences. Without clear feedback loops:
Teams had limited visibility into customer sentiment for key workflows.
No standardized process or frequency for collecting satisfaction data.
Difficulty in prioritizing customer challenges and demonstrating impact.
My Role & Team Structure
Role: Research Lead & Program Owner
Team: UX Researchers and Designers, Product Managers, Analytics Specialists, Stakeholders
Contribution: Defined CSAT strategy, designed measurement process, deployed surveys, analyzed results, and drove prioritization based on insights. Developed CSAT dashboard as well as enabled CSAT scores to run to reporting tools of the respective teams.
Approach & Methodologies
Process Definition: Established CSAT measurement framework for digital experiences.
Frequency & Triggers: Defined when and where CSAT surveys appear (e.g., post-task completion, monthly check-ins).
Deployment: Implemented CSAT across multiple pillars of MyGEHealthCare (e.g., Equipment, Service Requests, Documentation, Training, Orders, Support etc).
Analysis: Synthesized CSAT data with qualitative feedback to identify top pain points. Enabled results to flow to multiple dashboards
Key Insights Discovered
Initial CSAT scores revealed frustration with access to some areas of the portal as well as performance issues.
Certain pillars (e.g., Orders, Training) had lower satisfaction scores, signaling priority areas for improvement.
Strategic Recommendations
Focus on high-impact pain points identified through CSAT trends.
Implement improvements for performance and task flows in low-scoring areas.
Establish ongoing CSAT monitoring as part of the product health dashboard.
Share CSAT insights with stakeholders to inform roadmap prioritization.
Business Impact & Outcomes
CSAT program successfully deployed across all major pillars.
Increased visibility into customer sentiment, enabling data-driven decisions.
Prioritized improvements led to CSAT score increase by 25%
Strengthened stakeholder alignment by demonstrating quantifiable customer impact.
