Post Appointment Survey Reporting

Otto reporting on post-visit satisfaction enables data-driven decision-making, helps identify areas for improvement, enhances client loyalty, and contributes to the overall success and reputation of the clinic in a competitive market.

To get started with viewing data around surveys, navigate to Reporting on the left hand menu and then click on Post Appointment Survey. Post visit surveys can be configured by navigating to Survey in the left hand menu.

NPS vs CSAT

Depending on the clinics settings, either the average CSAT (Customer Satisfaction) or NPS (Net Promoter Score) will be displayed. To learn more about different survey types available, click here. 

• CSAT is a measure of customer satisfaction, typically expressed as a percentage. NPS measures customer loyalty and satisfaction by asking customers how likely they are to recommend a company or product on a scale of 0-10. Both CSAT and NPS are used metrics to assess customer experience.
• To calculate the average CSAT or NPS, customer feedback is collected through surveys and direct ratings and then calculated to get the average score. 

Inside the Survey Report 

Data can be filtered by date (and clinics - if there are multiple platforms in use) and can be downloaded as a PDF or printed by clicking on the top right arrow. 

Within the reporting data, an average survey score will be displayed. Data collected will show the clinics average monthly survey results vs other Otto clinics. 

The score distribution pie chart reveals a break down of individual scores. Clicking on the individual slices will reveal more information. Data can be downloaded by clicking the three dots in the right top corner. 

A line graph shows the amount of the clinic's survey responses over the time frame chosen.

Recent individual survey responses will be available for viewing and download by clicking the three vertical dots in the right corner and choosing the download option.