XM Community Customer Spotlight: Jessica Gregory 💜

Hi Jeff!  My apologies for the response delay; my team spent last week in Provo with our Qualtrics colleagues, and I’m just now getting back into the swing of things!

The team I am part collects experience data from our patients and employees.  While our group is responsible for analyzing the data and creating recommendations for action, as you can imagine there are physicians and HR executives that are in charge of executing on / actioning those findings.  And sometimes, that means that they make the decision not to do so. 

• The most common reason I hear about is “we don’t have the staff / resources to make that change” (for things such as “increase rounding on hospitalized patients”). 
• Also, low hanging fruit is often easier to grab, so when there are multiple suggestions for action it is often the decision to work on the simpler things (ex: instructing doctors to make more eye contact during visits) and delay actioning the harder and/or multifaceted things (ex: improving perceptions of “staff cared for my comfort” - that can mean so many things to people, so there’s not an easy “one size fits all” solution).  

Hope that provides some clarity on when results might not be used in the way we’d like/recommend!