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.
Read the Full CX Case Study
Feedback Response Increase
Nearly 16,000 feedback items collected over two years across 100+ community health services.
NPS Peak Score
Strong satisfaction across dental, aged care, NDIS and general health services.
CX Champions Embedded
Frontline teams across 14 programs equipped with live CX insights.
LCHS Journey to Achieving 61% Increase in Feedback Responses
Feedback System
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 Volume & Data Confidence
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 Resolution
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.
COFFEE WITH RESONATE
Delivering Continuous Improvement in Service Delivery with Latrobe Community Health Service (LCHS)
“To be able to manage and design services whether they're new or for service improvement without a platform like Resonate CX 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 WebsterManager, Business Development | Latrobe Community Health Service (LCHS)
From Feedback to Better Community Care
61% more feedback and a +77 NPS peak
A 61% increase in feedback responses and an NPS peak of +77 gave LCHS richer data to identify issues, improve services and lift satisfaction.
Real-time dashboards close the loop faster
Resonate CX’s My Queues enabled LCHS to assign, escalate and resolve feedback as it arrived, from waiting-room issues to communication improvements.
Data privacy is essential in healthcare CX
Australian data storage gave LCHS the transparency and compliance confidence needed to manage customer feedback across 100+ services.
Scaling across 14 programs proved the model
LCHS expanded from a six-service pilot to 14 programs while maintaining a consistent 20–25% response rate across diverse services.
CX Champions turn insights into action
30+ frontline CX Champions received training and dashboard access, helping embed customer experience into teams across the organisation.
AI-Powered Text Analytics turns feedback into insight
With 800–1,000 feedback items each month and 63% including verbatim comments, AI-powered text analytics helped LCHS uncover common CX drivers across different services.
Latrobe Community Health Service is a not-for-profit provider delivering integrated healthcare and community services to support healthier, more inclusive communities across Australia.
Non-Profit | Healthcare
HEADQUARTERSMorwell, Victoria, Australia
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Recognised for CX Excellence: Fall 2026
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