“Our organization uses Healthcare Mystery Shopping to improve our patient satisfaction scores in both our ED and on our In-Patient Units. Originally, we made inquiries of 84 mystery shopping companies who indicated that they did healthcare mystery shopping. We then interviewed 26 of those companies and chose three finalists. We are pleased to say we chose Perception Strategies based on their level of expertise working only in the healthcare arena. Not only was their body of work to date impressive, but they were able to align us with other similar-sized healthcare systems before beginning our study to give our physicians and administrators the confidence to move forward. Perception Strategies gives us the kind of information in real time that allows us to begin making changes immediately.

Oakwood Health System
Dearborn, Michigan

“I love having objective narrative feedback to share with my team. I have the ability to capture results of any new process just by adding a “shop” about it. It is a great way to catch your staff going above and beyond along with focused areas for improvement. I can instantly reward my staff with positive feedback.”

Northwestern Memorial Hospital
Chicago, Illinois

“I appreciate the excellent service you all have provided the past two years. We have improved our telephone etiquette and customer service, largely in part, due to the mystery shopper program.”

St. Elizabeth Medical Center
Covington, Kentucky

“The shops are fantastic. I love reading them and the feedback is great. The shops have been well-received at all of our hospitals and physician practices.”

Novant Health
Charlotte, North Carolina