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User Commentary
Operations
This system is critical for our organization. It is a requirement for patient feedback and the...
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Relationship
This is a company that keeps changing based on what the customers want, but it takes a while. There...
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Relationship
Oftentimes, Feedtrail reaches out to us before we reach out to them. That is unusual today once we...
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Relationship
I have recommended Feedtrail several times throughout my state. I don't know what systems other...
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Loyalty, Product
Healthcare XM was a game changer for us because we were giving patients paper surveys, getting them...
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Product, Value
The largest outcome for us is that we can address any negative feedback or concerns a patient has...
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Product
The quality is good. Healthcare XM has a lot of analytic tools, including some that I don't even...
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Product, Value
I would buy Healthcare XM again because the price point is reasonable. Feedtrail has made some...
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Product
A lot of the ways that data is able to be used in Healthcare XM is very limited. Creating the...
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Relationship
I don’t think that Feedtrail has not kept their promises, but sometimes it takes a little time for...
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Value
There are a couple of add-ons that we will get charged for if we renew our contract with Feedtrail,...
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Operations
The quality of the implementation from Feedtrail usually ends up being really good. However, it...
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Operations
I don’t feel like there has been any training from Feedtrail initially or ongoing. The vendor has...
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Relationship
The folks that we are working with right now are awesome, and we really appreciate them. They are...
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Relationship, Product
The biggest thing that we like about Healthcare XM is that the feedback for our team members is so...
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Relationship, Product
We like that the surveys in Healthcare XM are easy for the patients to complete and that we are able...
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Product, Value
With Healthcare XM, we have been able to identify several patient experiences in nearly real time,...
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Relationship
There have been things that we have asked the vendor for on their development list, but the vendor...
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Product
With Healthcare XM, we would like to have a more granular way to route feedback. Anytime someone...
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Relationship
Feedtrail is a good example of a partner. I am not someone who gives perfect ratings, but the...
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Loyalty, Relationship
Overall, I'm very impressed with the platform itself, and we are very pleased with the product. We...
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Culture, Relationship
The vendor keeps all promises, and they are really good about telling us when they aren’t 100% sure...
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Relationship, Product
I love the sheer fact that we can send a real-time survey to a client via their phone, and the...
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Operations
There were some hiccups with the implementation, and I don't inherently blame the company. There was...
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Product
The product is so simple. I have not gotten any negative feedback regarding difficulty with...
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Product
The advanced capabilities are very interesting and help us. One is the text sentiment feature. It...
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Relationship, Product, Value
One outcome that we have seen from Feedtrail has been a better recognition of the problems that we...
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Loyalty
Feedtrail's system isn't part of our long-term plans because it lacks some things that we are...
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Value
Feedtrail has added different services, and they basically have different price tiers for certain...
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Relationship
Feedtrail could improve their service beyond patient satisfaction. They could also make sure that...
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Operations, Product
When we first started the product’s integration, we had a lot of hiccups. Additionally, when it...
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Product, Value
When it came to COVID-19, we were able to use the Healthcare XM platform outside of patient...
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Culture, Value
Feedtrail has added some other features. I wouldn't say Feedtrail charges for every little thing,...
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Operations, Product
The product is super easy, but we have a hard time getting our other directors and an executive to...
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Relationship, Operations
For a while, I had recurring meetings with our representative. We are years in, and I still have...
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Product
The product acts exactly as promoted, but the reports and the graphs that are in it are just not as...
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Loyalty, Product
Prior to having Healthcare XM, we had one survey that went out periodically in the mail or whatever....
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Product
The cool thing about Healthcare XM is the levels that I have been able to use. I tailored each...
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Product
Essentially, Healthcare XM is integrated with our EHR. Within hours of a patient's appointment, they...
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Relationship
I knew Feedtrail when they first were a small company and I am bummed that we didn't take advantage...
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Operations, Product, Value
The rounding portion of the product is a lot of tedious work on the back end. It wasn't built for...
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Relationship
We never use the phone or web support with Feedtrail; we just work with our contact.
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Product
The best feature of Healthcare XM is that it integrates with our EHR. That opens doors to send...
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Product
Healthcare XM is way better than whatever our organization used in the past. It has definitely been...
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Relationship, Operations
Feedtrail's implementation services were excellent. Whenever we have needed to update a call or...
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Relationship
Whenever we have identified a need, Feedtrail has jumped on it really quickly. We have had to be the...
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Loyalty
I would definitely recommend Healthcare XM. We are happy, and I don't see any reason that that would...
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Relationship
Whenever we have identified a need, Feedtrail has jumped on it really quickly. We have had to be the...
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Loyalty
I would definitely recommend Healthcare XM. We are happy, and I don't see any reason that that would...
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Product
The best feature of Healthcare XM is that it integrates with our EHR. That opens doors to send...
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Product
Healthcare XM is way better than whatever our organization used in the past. It has definitely been...
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Relationship, Operations
Feedtrail's implementation services were excellent. Whenever we have needed to update a call or...
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Relationship
We are having some technical issues. I don't really think those are Feedtrail’s fault as much, but...
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Loyalty, Relationship
Our overall satisfaction has improved because we can provide real-time feedback. We can contact...
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Relationship, Product
The most recent questions we have asked in Healthcare XM have been around recognition; those...
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Product
We are doing our own analysis of positive or negative feedback in Healthcare XM. The system uses...
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Relationship
Feedtrail’s support has been amazing. I don't think I have ever had a vendor be so committed to...
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Product
The messages are sent out via texts. We have had a tremendous response from patients. We used to...
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Relationship
I can't speak highly enough about the team that Feedtrail assembled. Everyone we worked with was...
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Relationship, Value
I have seen how Healthcare XM looks from a patient perspective. I don't find the system to be...
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Loyalty, Product
We needed a system that gauged baseline customer satisfaction data. Instead of trying to reinvent...
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Loyalty
Healthcare XM isn't part of our long-term plans, but that is more of an internal decision than...
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Relationship, Product
Integration takes two vendors. Feedtrail's team was super responsive and easy to work with when it...
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Relationship, Product
I don't know that there is anything that Feedtrail lacks that they need to add to the system. There...
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Relationship, Value
If Feedtrail could have won over our operational leaders who were a little more skeptical about the...
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Product
We were involved in something Feedtrail set up, and it was fantastic. The results were pretty...
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Product
I really truly love utilizing Healthcare XM. It has great flexibility and is one of the easiest...
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Relationship
Feedtrail does a great job of enhancing leadership engagement. That is awesome. They are pretty dang...
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Relationship
We are in Feedtrail's system all the time, so we are constantly asking questions or trying to...
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Relationship, Product
Our absolute favorite part of Healthcare XM is the complaint or the service recovery part of it...
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Loyalty, Product
It is challenging to break down the data by race, ethnicity, and language all at the same time. We...
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Relationship, Product
The survey comes through very clear and user friendly, and we have a decent response rate. Folks are...
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Relationship, Operations
We have a dedicated person from Feedtrail, and that person has always been extremely responsive to...
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Relationship, Product
Our absolute favorite part of Healthcare XM is the complaint or the service recovery part of it...
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Relationship, Operations
We have a dedicated person from Feedtrail, and that person has always been extremely responsive to...
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Relationship, Product
The survey comes through very clear and user friendly, and we have a decent response rate. Folks are...
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Loyalty, Product
It is challenging to break down the data by race, ethnicity, and language all at the same time. We...
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Relationship
We are in Feedtrail's system all the time, so we are constantly asking questions or trying to...
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Product
Healthcare XM is a pretty simple system, but it does much more than it did when we first started on...
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Product
We hear sometimes that patients are not sure whether the messages are legitimate because they come...
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Relationship, Operations
When Feedtrail does upgrades, I hardly even notice. Every time we have asked Feedtrail for anything,...
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Product
There are fine points in some of the reporting features. Many of the questions that we ask are open...
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Loyalty
We are still looking forward to more robust benchmarking opportunities in Healthcare XM. For...
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Relationship
Getting a good team from Feedtrail is a little hit or miss from the get-go, but currently, the team...
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Product
I think Healthcare XM is very patient friendly. The product is easy for our patients to use, and...
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Product
Feedtrail has an instantaneous survey tool for the patients so that when patients are dissatisfied...
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Relationship, Product
As Feedtrail brings on more clients, it would be great if the vendor had the same great benchmarking...
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Loyalty, Product
Feedtrail has built an easy-to-use platform that is optimized for the patient experience, and that...
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Relationship
Feedtrail’s executive management is very involved.
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Operations, Product, Value
I would tell others to make sure that they understand the system's methodology. They need to know...
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Product
Feedtrail's system is one of the better systems that I have seen in terms of being flexible enough...
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Operations
I have gone through many implementations in my career, and I have never had an implementation that...
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Product
Healthcare XM doesn't have the ability to do old-fashioned telephone calls, so we miss a portion of...
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Relationship, Operations
We haven't had to reach out for any support since our go-live. That has been a big plus.
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Relationship, Operations
The system has been steady since our go-live. In terms of being proactive, we haven't heard anything...
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