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, see below 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

1. Navigate to Dynamics 365 Customer Voice customervoice.microsoft.com.

2. Sign in with your credentials to the Microsoft Dataverse environment in which your healthcare solution is deployed.

   

3. Select Get Started to view the list of available templates.

4. From the list of templates, select one of the healthcare survey templates and select Next.

5. Select the Dataverse environment in which the healthcare solution is deployed to connect to and create the survey project.

6. On the survey location page, select Create.

A project is created 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.

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 are created with the goal of helping 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 is triggered 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.

See also

What is Microsoft Cloud for Healthcare?