Configure customer feedback using Dynamics 365 Customer Voice
Dynamics 365 Customer Voice helps you to gather and track the patient metrics that matter to you and your organization. To get you started, healthcare-specific surveys are available as templates.
For example:
- Get feedback from a patient or consumer about an interaction through your Patient service center by using the Patient satisfaction survey, which automatically calculates customer satisfaction (CSAT).
- Assess a patient's situation before, after, and between home health visits by using the pre-visit, post-visit, and check-in templates for home health.
If you want to use the healthcare templates, review the following sections for the steps to set them up. If you want to create a new Customer Voice project, go to Create a project.
Create a survey project from a template
This section shows you how to create a project that includes the survey questions, satisfaction metrics, email templates, and Microsoft Power Automate flows. You can further configure the survey to meet your needs or continue to use it as-is.
Navigate to Dynamics 365 Customer Voice.
Sign in to the Microsoft Dataverse environment where you've deployed the healthcare solution.
Select Get Started to view the list of available templates.
From the list of templates, select one of the healthcare survey templates and select Next.
Select the Dataverse environment where you've deployed the healthcare solution to connect to and create the survey project.
On the survey location page, select Create.
Healthcare survey templates
The following healthcare industry templates are available to give you a head start:
- Patient service center post-interaction satisfaction survey
These survey templates help healthcare organizations gather timely input and drive intelligent, data-driven care planning, and continuous patient satisfaction improvements.
Patient service center satisfaction survey
The patient service center satisfaction survey provides a set of questions to measure service center interaction quality. This survey launches at the end of every conversation handled by customer service agents in the Patient service center app.
The template comes with two built-in CSAT and patient sentiment satisfaction metrics that help provide insights into the customer satisfaction index and overall patient sentiment trends.
The template also comes with an email template to send invites for the survey.