Results don’t happen by accident. Healthcare companies that create consistently exceptional customer / patient experiences do not succeed because they always hire better employees or offer better services at lower prices. They succeed because they build carefully aligned systems that everyone in the organization uses to measure, manage, and improve the patient experience.


When aligned properly with other measurement and management tools, healthcare mystery shopping results can reliably predict patient satisfaction and future growth. A customer experience measurement and enhancement program managed by BestMark will help your company focus and improve on the specific behaviors that will create patient delight and positively impact sales and profitability.


Serving Many Sectors in the Healthcare Industry


Serving Many Purposes in the Healthcare Industry


The BestMark Advantage - Healthcare Mystery Shopping and Patient Experience Management

As one of the nation's first mystery shopping companies, BestMark made significant contributions to legitimizing mystery shopping as a powerful research tool, and we pride ourselves on continually leading and changing the landscape of our industry. We understand operations, technology, and research, and we know what it takes to manage a phenomenally successful program:


BestMark programs enable our healthcare clients to:


No matter what your objectives, we will partner with you to develop a program that will provide actionable results using state-of-the-art technologies and proven shop methodologies.

Actionable Insight for Healthcare Professionals

Collecting and aligning data only provides value if that information is actually used to improve performance at each location, so it is critical that the data is useful at the operator level. With that in mind, BestMark created GuestLink™, a proprietary web-based reporting system that allows clients to create, update and track data at all levels within the organization for performance feedback and coaching. BestMark clients are also able to dynamically create ad hoc reports on the fly and update customized "Action Plans." When managers of customer-facing employees directly access shop results via GuestLink™, coaching and recognition (as well as solutions selling reinforcement) can occur at the front lines almost immediately.


GuestLink™ Customer Experience Intelligence Features