The treatment plan

Customer Radar provided an integrated, automated solution that seamlessly worked with EXACT—Kilmore Dental’s practice management software. The implementation was smooth and required minimal effort from the dental team. “We started a trial for one month, and it was great. We got feedback and reviews coming through almost immediately!” said Dr. Price.

The system sends a text to patients an hour after their appointment, prompting them to leave feedback. This method ensures timely responses without overwhelming patients. As Dr. Price noted, “Patients receive a text with a link to leave feedback. They click the link, and leave their feedback, and it’s all done. We only ask for feedback every six months so as not to ask too much of our patients.”

When the feedback is received, it is instantly visible on the Customer Radar dashboard. The team is also immediately notified by email so they can monitor it easily during the day. All feedback is shared with the team quickly and it’s always good to see the team happy when they get positive reviews, especially when they get mentioned by name. If the practice receives feedback from someone who is not so happy, they call them as quickly as possible to understand the issue and resolve it. All feedback works towards improving the practice’s services and ensuring best practice at all times.

Matthew concludes; “Working with Customer Radar has been great – the platform works well, and it’s quick and easy to set up and use. Once set up it’s pretty hands-off which saves us time and effort. Our patients are happy with both being asked for feedback and giving it. We can easily monitor and manage the feedback ensuring nothing is overlooked”.