Healthcare
Patient satisfaction tracking for dental clinics
Patients are often anxious during dental treatment; clear information, pain management and price transparency shape the experience. Patients largely decide by looking at Google reviews. Comvo measures the post-treatment experience, ensures dissatisfied patients are contacted quickly and helps you respond to reviews consistently.
Key challenges in the industry
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Treatment anxiety
Insufficient information increases patient anxiety and harms the experience.
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Price transparency
When the treatment plan and fees are not clear from the start, trust suffers.
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Multi-session treatments
In long treatments, if satisfaction is asked only at the end, problems are noticed late.
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Online reputation
Winning new patients often depends on Google reviews.
Touchpoints to measure
You can create a separate survey for each touchpoint. You decide the questions, scales and question types (star, score, recommendation, choice, open-ended comment) and deliver them at the right moment by QR code, SMS or email.
- Appointment
- Examination and treatment plan
- Treatment session
- Payment
- Follow-up appointment
Sample survey
Patients answer the survey on their phone without installing an app. Each question opens on its own screen, and a follow-up question about the reason appears automatically after a low score. You can define all questions and steps as you wish and customize the design to match your corporate identity.
- 1-5 (CSAT)Customer satisfaction (CSAT), 1-5: 1 is the lowest and 5 the highest satisfaction.
- Yes / Partially / NoSingle-choice question; the selected answer can be used as a condition in rules.
- 1-51-5 rating scale; a low score indicates a negative experience and can become a case depending on your rules.
- 0-10 (NPS)Net Promoter Score (NPS), 0-10: 9-10 promoters, 7-8 passives, 0-6 detractors. The score is calculated by subtracting the share of detractors from the share of promoters.
Questions, scales and conditional logic are tailored to your clinic. Responses in the preview are not sent anywhere.
How Does It Work?
- 1 After a treatment session, the patient receives a personal survey by SMS; the response is linked to the dentist.
- 2 A low score is assigned to the clinic manager as a case.
- 3 The patient is called, the issue is heard and the action taken is recorded.
- 4 In multi-session treatments, a short measurement is taken at each stage.
- 5 Patients are invited to leave a Google review.
Sample alert rules
- If NPS is 6 or lower, a case is assigned to the clinic manager with an 8-hour resolution time (same-day callback).
- If the treatment plan and fees question is answered "No" or "Partially", the case is forwarded to the dentist concerned.
- A 1-3 star Google review is opened as a case for the clinic manager.
In these examples, a low score means 2 or below on a 1-5 scale, 6 or below on the 0-10 recommendation score and 1-3 stars in online reviews. You set the thresholds and resolution times.
Metrics to track
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Satisfaction by dentist
You see each dentist's impact on the patient experience.
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Quality of information
You measure how well treatment and fee information is communicated.
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Recommendation score
You track NPS by clinic and branch.
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Google rating
You follow reviews and your response times.
Key modules
- Survey Management Branded, mobile-friendly surveys Learn More
- Case Management Negative experiences become cases tracked to resolution Learn More
- Online Reputation Reviews from Google, App Store, Şikayetvar and other platforms Learn More
- Reports Satisfaction (CSAT), recommendation (NPS) and effort (CES) scores Learn More
Related guides
- Measurement What Is NPS and How Is It Calculated? Net Promoter Score (NPS) measures how likely customers are to recommend you. How to ask the question, calculate the score and interpret results, with an example.
- Online Reputation How to Respond to Google Reviews How to respond to Google Business Profile reviews: sample replies to positive and negative reviews, response time, personal data and Google policies.
- Process What Is Closed-Loop Feedback and How Do You Set It Up? Closed-loop feedback ensures customers with a negative experience are followed up and the issue is fixed at its source. Inner and outer loop, steps and metrics.
Frequently asked questions
We have a single clinic. Is it suitable?
Yes. The organization structure can be set up with a single clinic; measurement by dentist and Google review management bring direct benefits to small clinics as well.
Is patient personal data protected?
Personal data is masked according to permissions, the privacy notice is presented in the survey and data is deleted automatically at the end of the retention period.
Does it work with our clinic software?
When appointment or session events are sent via API, the survey is sent automatically. Without an integration, the daily patient list can be uploaded with Excel.
Let us map out a scenario for your industry together.
Share your clinic structure and the points where you interact with your patients, and we will prepare a suitable survey and rule set for you in a demo environment.