Springfield Clinic has been recognized by the Business Intelligence Group as an Organization of the Year for its 2023 Excellence in Customer Service Awards. This annual business awards program recognizes entities that communicate with their customers to provide a differentiated level of customer service.
“The role of customer service is changing every day and the winners of this year’s program highlight the people, organizations and products that are really improving howconsumers connect with companies,” said Maria Jimenez, chief nominations officer of the Business Intelligence Group.
Springfield Clinic was recognized as an Organization of the Year for their exceptional performance to rally 3,500 employees alongside their 650 care providers across 90 locations to continually improve the patient experience. Their likelihood to recommend, or Net Promoter Score, increased six points over the past two years with a strong emphasis on their ‘Elevate the Positive’ program of ongoing customer service training, operational oversight and employee recognition.
“We believe deeply that ‘doing what’s right for the patient’ starts with scheduling the appointment and doesn’t end with the conclusion of the office visit. Just as our physician-owners are empowered to direct patient care according to their expertise, we empower our employees to create exceptional, meaningful experiences at every touch point, whether on the phone, at the front desk or greeting them as they walk through our door,” says Zach Kerker, Vice President of Brand, Experience and Advocacy for Springfield Clinic.