R-002-002 Quality objectives_2024_005
Objective details
Objective number
5
Description
The product meets customer expectations
Establishment date
February 2024
During the annual management review on February 13, 2024, we decided to establish an objective related to customer satisfaction. Similar objective was established last year (see R-002-002_2023_005
), what is changing is the target to be achieved.
Planning
Responsible
JD-016
Departments involved
The main department developing the objective is the Business developmemt team.
Planned actions for 2024 period
- Net promoter score (NPS) > 70% (measured quarterly)
- System usability score (SUS) > 70% (measured at the end of each clinical study)
- Clinical utility score (CUS) > 70% (measured at the end of each clinical study)
Resources needed
- Personnel for the follow up of the activities, more specifically a new position in the company: JD-016 Customer success manager.
Monitoring and follow up
Period | % Completion | Follow up | Short-term actions |
---|---|---|---|
Q1 2024 | 0% | During the first quarter of 2024, effort has been put to find the right profile to cover the new position of customer success manager needed to ensure, among other tasks, the execution of the activities required for the achievement of this quality objective. The person who will cover this role will be incorporated on May, 6. | - General onboarding for JD-016. - Customer success manager and onboarding on the actions planned for this quality objective so that the new person will be able to work on it during the second quarter of 2024. |
Q2 2024 | 0% | During the second quarter of 2024, the new person covering the role of Customer Success Manager (JD-016) completed the onboarding and created a plan of actions to achieve this objective. The plan consists of sending customer surveys (tool: Google form) and collect and analyse the feedback according to the established metrics. The surveys are planned to be sent quarterly, at the end of each quarter. For 2024, the surveys will be sent early in Q3 and then again in Q4 (surveys have been created). | - Finalise the actions plans by defining a few pending points. - Send surveys at the beginning of Q3. |
Q3 2024 | 0% | This quarter the position was vacant which led the company to reopen recruitment. The team was focused in recruiting (interviewing and selecting) a new customer success manager (JD-016). | - Recruit new JD-016. - Start onboarding new JD-016. |
Q4 2024 | 20% | In this quarter, we reviewed the surveys that had been defined for the NPS, SUS and CUS measurement. We decided to implement some changes: - NPS: given that the question asks about how likely the respondent is to recommend Legit.health to a friend or a colleague, we thought that that could lead to undesired answers or to misunderstanding, since, depending on the purpose or the context, it would not make sense to recommend Legit.Health to a friend or colleague. Therefore, we decided that it would be more appropriate to ask about the general satisfaction with Legit.Health from zero to ten. The new KPI will be CSAT. - CUS: we adjusted the questions with a view to reducing the possible bias in the answer and making the survey applicable to most of our customers and clinical studies. Among other actions, we reduced the zero to ten scale answers and opened questions in favour of dicotomic Yes/No answers. - SUS: we agreed that this would mainly apply to clients using the webapp, when many of our customers are using integration options and do not interact with the webapp. Hence, we decided to focus on the previous two quality indicators. However, we kept a question asking about how fast does Legit.Health generate the reports with the result of the algorithm. Besides, there are questions aimed at assessing to which extent Legit.Health improves the severity score measuring process; this questions are somehow measuring both: clinical utility and system usability. Previous to the definition of the new survey model, the CUS and SUS were measured in one clinical study (see R-TF-015-006_LEGIT.HEALTH_SAN_2024 ). Six dermatologists, six general practitioners, and three family doctors completed the questionnaire. Healthcare professionals rated the utility of the data with an average score of 73%. Dermatologists and general practitioners also rated it 73%, while family doctors rated it 70%. Thus, all of them met the target of 70%. The design and usability of Legit.Health received an average score of 8 (above the target of 70%), with all respondents giving it the same rating, indicating strong consensus. | - Define how to send the surveys (method/channel). - Define the objectives for the quality indicators after the survey has been updated. - The survey will be shared with customers in March 2025. |
Signature meaning
The signatures for the approval process of this document can be found in the verified commits at the repository for the QMS. As a reference, the team members who are expected to participate in this document and their roles in the approval process, as defined in Annex I Responsibility Matrix
of the GP-001
, are:
- Author: JD-004
- Reviewer: JD-001
- Approver: JD-001