Practice Evaluation:
Consumer Service Assessment (CSA)

Refractive Partner's Consumer Service Assessment (CSA) is conducted to experience and evaluate the level of customer service provided to prospective patients who may contact your office about vision correction procedures. While your staff is most likely expert in handling patient calls, effectively responding to consumer inquiries requires a significantly different skill set. Likewise, it is almost impossible for your regular staff to provide adequate phone coverage during the times when a majority of prospects will call.

>> Request a Consumer Service Assessment of your practice to uncover missed opportunities. Click here to complete an online request form.

This is how the CSA works. Over 10-12 business days, members of Refractive Partner’s OptiCall™ team make calls to your office, posing as consumers. They collect information and rate their experience for the specific purpose of helping you identify strengths and weaknesses in fielding consumer inquiries. Your practice management can then evaluate this detailed assessment and the variables that affect your prospective patient’s experience—all of which are proven to influence the likelihood of their booking a consultation.

The following is an example of the information that will be collected and evaluated:

1. Greeting by the front desk.
2. Average wait time to reach a refractive counselor.
3. Knowledge of refractive counselor for refractive procedure, technologies offered, and doctor's experience.
4. Number of calls that go into voicemail.

In addition to this, we will evaluate whether the counselor(s):

• Attempt to schedule a vision correction evaluation
• Effectively address price issues, concerns and finance options
• Collect information on the caller for follow-up

The cost of the CSA is only $500.00 (US). Payment options can be arranged when confirming your CSA with Refractive Partners.