These are actual results.
To confront the elevated importance of social reviews and to better manage the online reputation of the practice we implemented a revolutionary new system to identify the “promoters” of the practice and funnel them through a process that would influence patients to post a 5-star review to their preferred social platform.
How can we ensure our patients will refer us to friends and family?
Yelp and the power of patient’s reviews are too powerful to ignore.
Knowing that 60% of patients trust word-of-mouth and personal recommendations (social reviews) it’s too important to leave to chance. Star rating on review websites like Yelp, Facebook, and Google are becoming the single indicator on whether or not we get new business. We had to find a solution.
We did the math. Research has shown that if a business has a 1 star rating only 6% of people would consider using that business. At 2 stars, that number jumps to 14% and at 3 stars, that number jumps to 57%. If we could achieve 4 stars then the number leaps to 94%.
Using A Single Question for Powerful Results
The patient experience starts before they ever get to the practice. The data shows that consumers are researching, gathering, analyzing and taking action based upon these online reviews. But we can’t ask everyone to leave you a review because we would have no idea whether people would be leaving a positive or negative review. What if we could contact the patient after the appointment and ask a simple question that would help navigate the positive reviews online? This is the basis of our developing the Patient Promoter™ system.
“61% of patients use online reviews before selecting a doctor.”
[Software Advice Survey, 2013]
Results – 9 month period
- We grew number of 5-star reviews on Yelp by 1100%. We went from 2 reviews in a 9 month period to generating 24 new 5-star reviews.
- Opportunity cost of not doing anything would have lowered our Yelp rating from 3-stars to 2.5 stars significantly reducing the number of people who might consider using the practice.
This case shows real numbers regarding the effects of taking no action. What is the value of maintaining a 3-star review on Yelp? What might the impact be for going down from 57% to 13% of people considering using your practice (6 out of 10 people going to 1 out of 10 people)? That’s a loss of 5 potential new patients out of every 10 people viewing your Yelp page. The reality of the consumer environment is that they have the power to make or break a practice based on these negative reviews. The Patient Promoter system is a critical piece of the puzzle to solving your Yelp problem.