Social Listening Case Study: One Medical Group

According to their website, One Medical Group, “challenges the notion that delivering high-quality, accessible health care is either unachievable or prohibitively expensive. In fact, we’re working to prove that just the opposite is possible — a system where quality care is affordable and available to everyone.” To achieve a level of quality and affordability they promise to their consumers, One Medical has implemented “social listening” as a means to understand their customers’ wants better. Social listening has allowed the company to analyze their customer feedback on digital media channels and make adjustments accordingly.
In order to ensure that all levels of the company are aware of their customer reviews, the CMO and other senior executives listen to almost every piece of feedback One Medical Group receives via social media. Their goal is to be genuinely engaged and take time constructing their responses. One Medical …show more content…
To analyze quantitative date, One Medical has a robust business intelligence team that provides the central executive with data on metrics such as appointment availability, scheduling, the time it takes to see a provider, and other areas that are often particular pain points for customers. The goal is to ensure that qualitative insights from social listening are either supported or debunked by hard numbers.
After reading the One Medical Group case a few courses of action come to mind that could assist the group regarding their customer reviews. I would have the group conduct a focus group and hear real time feedback from their consumers. One Medical already has a system in place to take customer offline as soon as possible, but having face to face interaction would be extremely beneficial to help them gain customer loyalty. Additionally, they could add a chat feature onto their website to align with their easy accessibility aspect of their