To determine how perceptions vary across the customer life
cycle, one of the demographic questions on each of the SurveyGorilla
surveys asks whether the respondent is new to the system,
visiting the VI, or has experienced care at C4
V previously. To gain
better comparative data, surveys now ask if the respondent has
experienced care elsewhere within the past year and, if so, offers
them the opportunity to complete an additional survey regarding
that experience. Although not provider-specific, this mechanism
obtains general comparison/competitor information to uncover
potential opportunities to improve.