In this episode, we take a look at something new for Feedback Matters — a patient feedback survey from a large medical practice.

At first glance, the request feels solid: it’s respectful, professional, and checks many of the right boxes. The email sets expectations clearly and frames the purpose as learning “what we do well and what we can do better.”

But as we walk through the actual survey, things start to break down. The process is long, redundant, and oddly impersonal — from the clunky date-of-birth validation to a request for the respondent’s name at the end.

The wording throughout feels clinical rather than patient-friendly, and the survey’s 5-point scale (ranging from “very poor” to “very good”) is surprisingly unbalanced. And then there’s the kicker: the “likelihood to recommend” question — a version of the Net Promoter Score — shoehorned into the middle of a medical visit survey, using labels that don’t even fit the question.

It’s an eye-opening example of how even well-intentioned feedback efforts can fall short when execution doesn’t match purpose — and when the survey experience itself starts to undermine the credibility of the data being collected.

Want to know what we think about your feedback loop? Book a free discovery call to find out! 👉 https://www.guestinsight.com/book-a-free-discovery-session 

Music licensed via Epidemic Sound: https://www.epidemicsound.com/

#PatientExperience #FeedbackMatters #SurveyDesign #CustomerExperience #HealthcareFeedback #PatientSatisfaction #CXStrategy #OnlineSurveys #NetPromoterScore #GuestInsight