Strengthening Brand Reputation Through Experience & Glitch Management

A premium branded hospital consistently delivered an exceptional patient experience and maintained an excellent NPS. Yet, its online reputation told a different story. Like most service businesses, Google reviews were largely driven by patients who had a poor experience, while the majority of satisfied patients rarely shared their feedback publicly. As a result, the hospital's digital reputation failed to reflect the quality of care it was known for offline.

Our analysis revealed that the challenge wasn't simply review generation, it was the absence of a structured experience and glitch management system.

We redesigned the patient feedback journey to ensure valuable experiences were captured more consistently, while simultaneously establishing a structured mechanism to identify, investigate, and resolve service gaps before they escalated into long-term reputation issues.

We further channeled this feedback loop into real-time data, directly from the patient's voice. We started building processes with the patient at the centre of everything.

Clear ownership, turnaround timelines, escalation protocols, and communication frameworks were introduced to create a closed-loop improvement process rather than a reactive review management exercise.

Negative experiences reduces drastically as very review was followed by a policy introduction and a process change.

Within just two months, the hospital's Google rating improved from 4.2 to 4.9 and something which hospital still maintains, accompanied by 180% increase in organic reviews.