Use Passenger Feedback to Build a Customer-Focused NEMT Service

Imagine a dialysis patient unable to attend a critical appointment because their driver showed up too late, or worse, not at all.

For many non-emergency medical transportation (NEMT) providers, understanding passenger needs and pain points is the key to preventing these scenarios and building trust. Customer satisfaction and feedback are the pillars of any successful business.

Customer-centricity is an integral part of NEMT services. Feedback helps providers improve their operations, adopt and implement new ways to progress, and allow for growth and expansion.

A customer-focused NEMT business can improve its service quality and ensure top-notch output by gathering and acting on passenger feedback.  Without it, NEMT businesses don’t realize customer expectations and can’t deliver the level of care they demand. 

Providers can build trust, reliability, and credibility by acting on customer feedback. An NEMT business dedicated to continuous improvement spends time and money establishing customer happiness. 

In this article, we will examine the role of customer feedback and satisfaction in an NEMT business and how to utilize it to drive success. 

Why Listening to Passengers is Vital to NEMT Success

Did you know businesses can significantly increase their revenues between 4% and 8% above their market by prioritizing better customer service experiences? 

According to an Urban Institute and Robert Wood Johnson Foundation study, 20% of US adults experience transportation barriers that deter access to quality care. 

Careful consideration of customer feedback can minimize these transportation challenges while helping NEMT businesses increase their bottom line.

Customer feedback in the NEMT industry helps identify operational and service gaps, improve patient safety and security, and enhance user experience. Passenger feedback helps providers bridge the divide between the service they provide and the service people expect. 

Setting Up Feedback Channels That Drive Customer Satisfaction

Constructive feedback channels that make customers feel valued must be established to ensure seamless service, optimal results, and complete customer happiness. 

Some of the most common ways to establish a successful feedback channel are:

• Surveys and Forms: These are great ways to determine what customers think of NEMT service. After ride completion, providers can conduct digital or physical surveys to receive insightful customer feedback and gauge customer satisfaction.
  
  

• Phone Interviews: After every trip, brief phone calls with repeat and new passengers can provide detailed information about their experience. If the customer is unavailable, leaving a message citing contact information can add a personalized touch, prioritizing their opinion.
  
  

• Follow-Ups: Informal follow-ups like calls and emails are great ways to show customer satisfaction matters. Simply asking about their experience can give you helpful information without seeming invasive or annoying.
  
  

Using these methods, customer-focused NEMT providers can ensure patients receive only the best services. 

Critical Areas to Collect Feedback On

While collecting feedback, providers should focus on some critical areas. These aspects determine customer satisfaction and the business’s success. 

The key areas to focus on when collecting feedback are:

Driver Performance

Quality drivers are essential to success in the NEMT industry.

Caring, efficient drivers can make a difference for any NEMT business. They are your most significant representatives because they spend the most time with your customers. You will want feedback on driver punctuality, professionalism, and customer care. 

Vehicle Experience

The best drivers in the world can’t make up for a poorly maintained vehicle.

Providers should request feedback on vehicle condition, comfort, cleanliness, and accessibility to ensure complete client satisfaction.

Booking and Communication Experience

Seeking suggestions and feedback on ease of booking, clarity of communication, and responsiveness personalizes the client’s happiness and makes them feel valued.

Customer Support Experience

Fleet owners should evaluate customer comfort levels, seek feedback on the responsiveness and helpfulness of customer service representatives, and understand the customer’s support experience.

Overall Input and Suggestions

While specific information is necessary, it’s also helpful to understand what other aspects of your service could improve the customer experience. Open-ended questions can help uncover ideas you may not have thought through otherwise.

These aspects form the cornerstone of a customer-focused NEMT business. 

Leveraging Feedback for Customer-Focused NEMT Service

The primary purpose of seeking feedback is to leverage it for improvement and growth. 

NEMT fleet owners should optimize their business to leverage feedback for internal and external advancement. For example, knowing a customer’s views after completing their ride can help you understand where to go next. 

Proper implementation of customer feedback and suggestions can secure an upward hike for the business. 

Here are some ways to utilize customer opinion to enhance your NEMT business:

• Improving Driver Training Programs: Driver training programs are essential to the NEMT industry. Through extensive training and resources, drivers can provide quality service. Customer feedback helps identify areas for improvement in driver interactions and prompts better training implementations.
  
  

• Vehicle Maintenance: Regular upgrades and maintenance are necessary for any NEMT business. Providers should focus on vehicle adjustments to fit clients’ needs.
  
  

• Streamlining Booking and Communication: Businesses should enhance the booking process based on feedback. For example, if feedback consistently suggests it’s too complicated for customers to book a ride, explore simplifying the process.
  
  

• Adjusting Route Scheduling: Optimizing route planning and incorporating suggestions for more flexible scheduling or reducing waiting times improves your business outcome. NEMT software is ideal for streamlining these processes. 
  
  

These integrations can improve the overall output of the business.

Create a Feedback Loop With Your Customers

A feedback loop builds trust and faith.

Customers appreciate when a business keeps them informed. In fact, according to a report published by Forbes, in 2024, 85% of customers will be willing to go out of their way to engage in business with companies that provide better service. Better service does not just mean giving quality output but also prioritizes implementing customer feedback and expectations.

Some ways how NEMT businesses can create a seamless feedback loop are:

• Showcase Actions: Showcasing actions and regular updates on improvements based on feedback can build reliability. Customers who receive consistent information on changes are likelier to stay loyal to the business. 
  
  

• Reward Feedback Participation: Offering incentives, discounts, or monthly giveaways is a great way to encourage feedback from the clientele.
  
  

• Highlight Passenger Experiences: Providers should consider highlighting positive passenger stories or testimonials to reinforce the value placed on their opinions. This reiterates the importance of feedback and its implementation in the NEMT industry.
  
  

Critical Metrics and KPIs for Customer-Focused NEMT Service

Implementing customer satisfaction metrics and key performance indicators (KPIs) is essential for effectively tracking performance and identifying improvement areas.

In the NEMT industry, metrics and KPIs are crucial for business analysis. While there are many ways to understand a business’s model and output, customer satisfaction metrics and KPIs are ideal for understanding the impact of customer-centricity in the industry. 

Through metrics such as Net Promoter Score (NPS), Customer Satisfaction Score (CSAT), First Contact Resolution (FCR) Rate, and Customer Effort Score (CES), providers can scale their businesses to new heights. 

Customer Satisfaction Metrics and KPIs Explained

Customer retention relies heavily on customer satisfaction metrics, which can be tallied through processes that overview the entire customer happiness sector. 

Here are some customer gratification metrics’ implementations:

• Net Promoter Score (NPS): NPS gauges customer loyalty by asking how likely they are to recommend a service to others on a scale from 0 to 10. A higher NPS indicates a substantial likelihood of repeat customers and referrals and showcases more customer retention. A lower rating signals a need for improvement.
  
  

• Customer Satisfaction Score (CSAT): CSAT measures customers’ satisfaction with overall service on a scale of 1-5 or 1-10. NEMT businesses should ask customers to rate their experience and track satisfaction trends to aim for continuous improvement.
  
  

• First Contact Resolution (FCR) Rate: FCR measures the percentage of customer inquiries or issues resolved on the first interaction. High FCR rates reflect efficient customer service. NEMT businesses should track support data and note when problems are resolved.
  
  

• Customer Effort Score (CES): CES measures the ease customers can use a service. Post-interaction questions and customer feedback can help determine how customer-friendly a business is. A low CES suggests the service is easy to use, while a high score indicates the need for optimization. 
  
  

How to Involve Your Staff in the Process

Engaging the staff in a customer-centric mission is as vital as prioritizing customer input.

Customer-focused NEMT providers should train their staff, provide resources, and appreciate their efforts based on feedback. Here are some ways how providers can involve their team in prioritizing customer satisfaction:

• Train Drivers and Staff: Training drivers and staff in empathy and service excellence reinforce a customer-first mindset, which leads to better business growth and progress.
  
  

• Empower Staff: Empowering staff with the right tools and resources of accountability and authority to resolve common customer concerns allows them to form a personalized connection with the clients and their needs.
  
  

• Celebrate Members: Rewarding and recognizing staff for their support and dedication is always good. Providers should continuously track customer feedback to reward staff members who consistently receive positive feedback. This establishes a culture of customer-centered care.

Nurture a Culture of Continuous Improvement

A continuous improvement and growth culture reflects how well the team accepts feedback. 

Establish an environment of progress and improvement that prioritizes learning and re-learning. Customer suggestions and feedback illuminate the business’s working model and encourage introspection. 

Businesses can identify gaps and work toward bridging the divide by analyzing customer suggestions. This allows them to provide impeccable services that align with people’s needs and expectations. 

Regular assessment of processes, technology, and personnel performance based on feedback trends ensures that the company remains responsive to dynamic customer needs. 

Making Customer Satisfaction a Top Priority

In an industry where every passenger experience matters, prioritizing client feedback can set you apart.

A customer-focused NEMT business that prioritizes client satisfaction and experience is much more likely to succeed than one that focuses solely on profit margins. Are you ready to take that step toward a customer-first approach?

Providers should focus on internal integrations that enhance the customer experience and lead to favorable outcomes. Software and technological support integration can easily streamline customer handling and improve client satisfaction. 

Are you curious how Tobi can help you provide a better customer experience? Request a demo for a free 30-day trial and experience how Tobi makes your business better at every turn.