Understanding health plan member experience is a deceptively complex challenge. The best way to learn how a member feels about their plan (and how they’re likely to respond on a regulatory survey) is to simply ask. But asking in a way that results in higher completion rates and deeper insights is difficult to do at scale. Meanwhile, plans still struggle to ensure enough members complete the official surveys, as these surveys are still delivered on channels that the vast majority of members now routinely ignore.
The mPulse Mobile Member Experience and Insights solution uses conversational outreach on high-adoption mobile channels to improve awareness of the official surveys such as CAHPS and deliver additional off-cycle questions.
Because the mPulse Mobile platform supports solutions across multiple topics, you’ll get a better understanding of which members may need follow-up messaging or person-to-person outreach. Insights like these form a core part of the CAHPS strategy for some of the largest and most innovative payers in the country.
Completion rate of off-cycle survey after link click
Click-through rates for off-cycle survey via email
The mPulse Mobile CAHPS Solution combines our enterprise-grade communication platform with innovative technology to power effective and scalable conversations.