Taiba Hospital

Taiba Hospital

Background

Taiba Hospital is a JCI Accredited 121 bed hospital in Kuwait that has been offering the highest standards of clinical care to patients for over 20 years. With 24 departments and some of Kuwait’s most reputable Consultants and Specialists, Taiba Hospital proudly offers comprehensive healthcare services to patients of all ages and currently houses the nation’s top Orthopedic Center.

Since 2017, Taiba Hospital’s vision and priority has been to provide patient-centered experience and wellbeing. To assist with this they have chosen Kanari’s experience management platform as a solution of choice to enable and accelerate this journey.

What we did

Working closely with the Patient Experience and Quality teams, Kanari deployed a comprehensive patient experience measurement program covering all key departments of the hospital and steps in the patient journey, which includes measuring:

  • The Outpatient experience with department-specific surveys covering the hospital’s 24 departments.
  • The Inpatient experience, using the HCAHPS industry standard.
  • Real-time patient experiences in waiting rooms.
  • Patient recovery post-surgery

What we delivered

Taiba Hospital leverages the full capabilities of the Kanari CX platform to maximize insights and value to both patients and business. Kanari’s CX solution at Taiba Hospital includes:

  • A fully automated, survey process seamlessly integrated with the Hospital Management System.
  • Real-time patient experience dashboards to surface insights and track performance.
  • Live reporting of doctor and patient access satisfaction scores.
  • Case management to close the loop and ensure all issues are addressed and documented for future PX improvement initiatives

What we achieved for

Taiba Hospital

2%
Improvement in NPS scores

50%
Increase in monthly response rates

Improved
Customer centricity among doctors and linked performance incentives to patient satisfaction scores.

Dr. Aysha John
"Kanari has helped all departments across the hospital focus on improving patient satisfaction, and this data has been useful for ensuring we have valid data for data analysis, which in-turn is a prerequisite for Joint Commission Standards."
Dr. Aysha John
Head of Quality, Taiba Hospital

Al Masaood Automobiles

Al Masaood Automobiles

Background

For over 40 years Al Masaood Automobiles has been an icon for the UAE’s automotive market, today being the sole distributor for Nissan, Infiniti and Renault in Abu Dhabi, Al Ain and the Western region. Al Masaood Automobiles has a world class network of state-of-the art service centers and extensive spare parts outlets. 

Since 2021, Kanari has been engaged with Al Masaood Automobiles as an exclusive customer experience partner, powering the company’s ambitious customer experience transformation. 

What we did

Working hand-in-hand with the Al Masaood CX team, Kanari implemented a continuous, multi-channel CX measurement program covering 12 key customer touchpoints across the automotive customer journey, this includes:

  • Daily measurement of NPS and key satisfaction metrics across all primary customer interactions with the business.
  • Quarterly measurement of satisfaction with fleet, parts and leasing customers.
  • Real-time measurement of CSAT for call center interactions and experience for showroom visits and test drives.
  • Real-time tracking of online ratings and scores on social media pages.

What we delivered

Al Masaood Automobiles leverages the full capabilities of the Kanari CX platform to maximize insights and value to both customers and business. Kanari’s CX solution at AMA includes:

  • A fully automated, multi-channel survey process seamlessly integrated with Autoline Drive.
  • Real-time dashboards for all key stakeholders from the boardroom down to individual front-line sales executives & service advisors.
  • Real-time alerts to members of CX, Operations, L&D and Engagement Center teams.
  • Text analytics to analyze customer comments, highlighting key themes and surfacing the true voice of the customer.
  • Case management to ensure all detractor and first-time resolution issues are addressed and documented for future learning and internal improvement projects.

What we achieved for

Al Masaood Automobiles

+20pts
improvement in NPS as a result of individual accountability and ownership of the CX

68%
reduction in customer complaints due to proactive outreach based on real-time insights

65%-70%
improvement in NPS as a result of individual accountability and ownership of the CX

Dr. Aysha John
“Kanari has digitized and automated our systems to receive real-time insights from our customers. Thanks to their innovative platform, we are communicating with a very wide customer base easily and listening to their feedback to better understand their needs and taking action to improve their customer journey.”
STEPHEN DAVIES
Head of CX, Al Masaood Automobiles