CareFusion

CareFusion Elevates Service, Satisfaction and Business Results at Every Touchpoint

Challenge

CareFusion, a leading global medical device company serving customers in more than 120 countries, is dedicated to improving the safety and quality of patient care. Their objective was to improve its service organization by replacing an informal survey process with formalized voice of the customer (VOC) program based on feedback collected across the service lifecycle.

Solution

A customer feedback program powered by MarketTools CustomerSat delivers reliable data and analysis that translates to better service at every customer touchpoint, and helps CareFusion exceed core business objectives.

Results

Improved overall customer satisfaction by 26 percentage points
Elevated overall customer satisfaction to more than 90%
Improved timeliness of resolution by 15%

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Back to Customers

“We use CustomerSat transactional surveys as our business radar. With CustomerSat, our team monitors the results of more than 500 transactions per day—so we get insights that help us address issues immediately and we stay abreast of trends over time.”

Robert Freeden

Director of Product Support and Repair, Dispensing Products

CareFusion

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1.866.499.3750 (toll free in the U.S.)

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