Latrobe Community Health Service: 61% More Feedback, NPS Peak of +77
Discover how Resonate CX helped Latrobe Community Health Service achieve a 61% increase in feedback responses and a peak NPS of +77 in this compelling case study.
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61%
Feedback Response Increase
Nearly 16,000 pieces of feedback collected over two years — transforming LCHS from manual surveys to a scalable, AI-powered customer experience management programme across 100+ community health services.
+77
NPS Peak Score
High client satisfaction validated across dental, aged care, NDIS and general health services — all with a consistent 20–25% response rate and 63% of respondents including rich verbatim feedback.
30+
CX Champions Embedded
Frontline staff across 14 programs trained and equipped with live dashboard access — embedding a customer-centric culture from the ward to the boardroom, with quarterly NPS reports reaching board level.
LCHS Journey to Achieving 61% Increase in Feedback Responses
|
BEFORE |
AFTER |
|
|---|---|---|
|
FEEDBACK |
Manual, cumbersome surveys via web, SMS and in-location iPads — labour-intensive for staff across 100+ services, with no automation, no real-time alerts, and no ability to act on feedback at scale |
Always-on automated feedback programme across dental, aged care, NDIS/LAC and general health services — generating 800–1,000 individual responses per month with zero manual burden on frontline staff |
|
RESPONSE |
Low, inconsistent feedback volumes with no statistical confidence for operational or board-level reporting — limiting LCHS’s ability to track service quality or demonstrate CX impact to leadership |
61% increase in feedback responses; 20–25% consistent response rate sustained; nearly 16,000 feedback items analysed over two years — enabling quarterly NPS reporting to board and data-backed new service design decisions |
|
INSIGHT & ISSUE |
No structured mechanism to process verbatim feedback at scale; issues identified only after they escalated, with no early warning system across the 1,800-strong workforce and geographically spread service network |
AI-powered text analytics processing 800–1,000 monthly verbatim responses; real-time ‘My Queues’ dashboard enabling same-day assignment and resolution; NPS peaked at +77 with universal CX standards established across all service types |
“To be able to manage and design services whether they're new or for service improvement without a platform like Resonate—that has such powerful capabilities—would be impossible.
The new addition of the Text Analytics is fantastic. We get between 800 to 1,000 individual pieces of feedback month so to get any valuable insights out of that would be impossible without the sophisticated Text Analytics.”
Michelle Webster
Manager, Business Development | Latrobe Community Health Service (LCHS)
A Perfect Partnership
A 61% feedback surge and +77 NPS peak: volume and quality move together
LCHS’s most important result was not one number — it was two. A 61% increase in feedback responses and an NPS peak of +77 arrived together, driven by the same programme. Higher participation produced richer data; richer data enabled better interventions; better interventions lifted satisfaction. This virtuous cycle is what separates a mature voice of customer programme from a one-off survey exercise. For any community health organisation operating across 100+ services and 1,800 staff, that compounding effect is the entire point.
Real-time dashboard management closes the gap between feedback and resolution
The ‘My Queues’ feature on Resonate CX’s AI-powered dashboard gave LCHS the ability to assign, escalate and act on feedback as it arrived — not weeks later. From adjusting waiting room temperatures to refining communication processes, every improvement was traceable back to a specific piece of feedback. In a non-profit healthcare environment where patient experience is a core value, the speed of response is itself a quality signal.
Data privacy compliance in healthcare CX is a competitive requirement, not a checkbox
LCHS operates under strict Australian data privacy laws — and their previous manual process created real compliance risk at scale. Resonate CX’s status as an Australian company with local data storage resolved this cleanly, offering transparency and peace of mind across all 100+ services. For NDIS service providers and healthcare organisations subject to regulatory scrutiny, data residency is not a procurement detail. It is a programme prerequisite.
Scaling across 14 programs with 20–25% response rates proves the model works everywhere
LCHS started with a pilot of just six services. They ended with a CX programme spanning multiple services across 14 programs — covering dental, general health care, aged care, carer support and National Disability Insurance Scheme local area coordinators. The 20–25% response rate held consistently across this diverse, geographically spread portfolio. When a CX model scales without losing engagement quality, it proves the architecture is right.
CX Champions are the cultural bridge between the dashboard and the frontline
Technology alone did not transform LCHS. The organisation embedded 30+ CX Champions among frontline staff — providing training, dashboard access and a clear mandate to act on customer feedback within their teams. These champions turned a platform rollout into a cultural shift, ensuring that customer experience remained a priority at every level from individual service workers to divisional management and board. Building a feedback culture requires people infrastructure, not just digital infrastructure.
When 63% of patients include verbatim feedback, AI text analytics becomes non-negotiable
LCHS received 800 to 1,000 individual pieces of feedback every month — and 63% of customers who left an NPS score also included verbatim comments. Without Resonate CX’s AI-based text analytics, that volume of qualitative data would have been unmanageable. With it, LCHS discovered the consistency of key CX drivers across wildly different service types — establishing universal service standards that applied equally to a dental appointment and an NDIS support session. That insight, at that scale, is impossible without sophisticated text analytics.
Latrobe Community Health Service (LCHS)
Latrobe Community Health Service is a not-for-profit provider delivering integrated healthcare and community services to support healthier, more inclusive communities across Australia.
INDUSTRY
Non-Profit | Healthcare
HEADQUARTERS
Morwell, Victoria, Australia
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