Patient Experience Management
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      Create a Patient Experience Survey

      Pre-requisites

      • To send custom survey templates, your Swell plan must include Patient Experience. 
      • To send them via SMS to U.S. phone numbers, you must complete your TCR business registration.

      Don’t have Patient Experience Management yet? Click here to book a demo.

      Create a New Custom Survey

      Navigate to Patient Experience > Surveys and choose Create Survey. 

      Choose a starter template, such as NPS or Custom Survey. Give your survey a name and choose one or more locations that will have access to it, then click Create.

      Design Survey Steps

      All survey templates include three sections: 

      • Invitation
      • One or more custom question steps
      • Completion Page

      Configure Survey Invitation

      Like other message templates in Swell, you can configure the following options:

      • Delivery method: Send as email, text message, or both. 
      • Text message: The body of the message to be sent, which will precede the survey link. Like other templates, variables such as can be included in curly braces.
      • Email settings: You can configure the reply-to email, from name, subject, and body of the email invitation here.

      Add Question Steps

      Under the Steps menu, choose Add Step and select from the following question types:

      • NPS: Net Promoter Score™ question with optional open-response follow-up.

      • Multiple Choice: recipients select one of several options.
      • Checkboxes: recipients select all options that apply.
      • Short Response: recipient provides a short open-ended text response.
      • Paragraph: recipient provides an open-ended text response, with sufficient room to encourage multiple sentences.

      For each step, write the Question you’d like your recipient to answer. For Multiple Choice and Checkboxes steps, add the Choices you’d like the recipient to choose from.


      By default all questions are required, but this can be disabled for any question using the Required toggle.

      Configure the Completion Page

      You can optionally customize the look and feel of the Completion Page using the following settings:

      • Image: upload an image to be displayed, such as your logo or a thank-you graphic.
      • Completion Message.
      • Ask to leave a public review. If enabled, links the recipient to a public review page upon completion of the survey.

      Configure Survey Settings

      Within the Settings tab you can adjust options related to location access and branding:

      • Survey Access: List which location(s) have access to use this survey.
      • Brand Image: Use your default brand image or a custom upload to brand each page of the survey.
      • Name: Use the Company name, Location name, or a custom value to brand each page of the survey.

      Save, Send, and Review

      Once you’ve saved your finished survey, it can be sent via Quick Send or via an automation. Be sure to send from a location that has access to the template, as configured in the survey's Settings tab.


      After receiving responses you can review and interpret your survey results!

       

      Net Promoter, Net Promoter Score and NPS are registered trademarks of Bain & Company, Inc., Fred Reichheld and Satmetrix Systems, Inc.