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Refractive Patient Tracking Systems.Mystery Shop
How is your practice doing?
Mystery Shop
The Mystery Shop is an objective view of your business through the eyes of the customer. OptiCall, calls your practice anonymously, posing as a prospective patient, to experience and evaluate the level of customer service provided. The mystery shop provides management with a detailed assessment of employee performance and the variables that affect your customer's experience and likelihood to book a refractive consultation.
This will be done over 10-12 business days and OptiCall will formally present audio files and documented feedback to the Refractive Business Advisor from Refractive.com. A review of the data will then be scheduled with the appropriate decision makers and other parties that may impact the practice effectiveness.
The following information will be collected and evaluated:
- Greeting by the front desk
- Average wait time to reach a refractive counselor
- Knowledge of refractive counselor for refractive procedure
- Knowledge of refractive counselor on technologies offered
- Knowledge of refractive counselor on doctor’s experience
- # of calls that go into voicemail
- Does the counselor attempt to schedule LASIK evaluation
- Does the counselor collect information on the caller for follow-up
Please click here to download the form and fax it back to us once you have filled it out and signed it.
