Voice of the Consumer
What’s one metric we use to understand whether consumers are satisfied with their overall experience?
OSAT
This red-suited man is NOT allowed to answer phones at the CxC, even though he’s great at lists.
“Who is Santa Clause?”
This specialty under Neuroscience deals with surgical treatment of brain and spinal cord conditions.
"What is Neurosurgery?"
AdventHealth’s commitment to care is summarized in this phrase: “________ the Healing Ministry of Christ.
“What is Extending?”
This metric measures how quickly a call is answered by a team member.
“What is Average Speed to Answer?”
This AdventHealth Consumer Win Promise describes how we make people feel acknowledged, heard, and supported.
"What is Makes Me Feel Whole?"
This festive item often becomes a consumer’s background noise during December calls.
“What is holiday music?”
Which pediatric specialty focuses on care for newborns requiring intensive support?
"What is Neonatology (NICU)?"
AdventHealth’s brand experience is designed to support this kind of care: body, mind, and spirit.
“What is whole-person care?”
This percentage metric reflects how many callers disconnect before being helped.
“What is Abandonment Rate?”
This resource collects consumer comments and or videos and allows us to see sentiment trends across service lines
"What is Medallia?"
AdventHealth Daytona Beach celebrates the season with a multi-day event. What is it called?
"The 12 Days of Christmas Celebration"
Name the specialty that treats sports injuries and joint replacements under Orthopedics.
"What is Orthopedic Surgery / Sports Medicine?"
These are the three consumer promises AdventHealth commits to delivering.
“What are: Easy to Access, Simple to Use, and Makes Me Feel Whole?”
This metric tracks whether consumers feel satisfied enough to recommend AdventHealth to others.
“What is the NPS (Net Promoter Score)?”
What’s the last step of service recovery, no matter the issue?
“Follow-up or close the loop.”
AdventHealth is the presenting sponsor of this EPCOT holiday tradition that features celebrity narrators and a mass choir.
"What is Candlelight?"
Which specialty treats urinary tract and male reproductive conditions?
"What is Urology?"
This internal department helps ensure our consumers have a seamless experience across access points — including phone, digital, and referrals.
“What is the CxC (Consumer Experience Center)?”
What do we call it when consumers can get appointments without calling?
“Self-service” or “Digital scheduling.”
In patient experience reporting, what external partner’s CX solutions were credited with strengthening AdventHealth’s online reputation?
"What is Press Ganey?"
In which Christmas movie does a character say, “The best way to spread Christmas cheer is singing loud for all to hear”?
"What is Elf?"
This highly specialized field combines cardiology and imaging to diagnose and treat structural heart conditions using minimally invasive techniques. What is the name of this specialty?
"What is Interventional Radiology?"
During the 2021 Super Bowl, AdventHealth’s “Greater as a Whole” campaign was featured at this stadium.
"What is Raymond James Stadium?"
What percentage of AdventHealth hospitals earned an “A” safety grade from Leapfrog in fall 2023?
A. 75%
B. 62%
C. 54%
D. 78%
"What is 75%?"