Как работать с отзывами – кейс “Скандинавии”

Алена Буренина, директор департамента маркетинга и клиентского опыта компании «Севергрупп Медицина» и директор по маркетингу сети клиник «Скандинавия», поделилась с НаПоправку политикой работы с отзывами. Читайте, как клиника собирает мнения пациентов, отвечает на них и почему не боится предлагать бонусы за негативные отзывы. В другом интервью Алена также рассказала нам об акциях.
Компания
Сеть «Скандинавия» появилась в Санкт-Петербурге в 1996 году. Сейчас она работает в двух основных направлениях: многопрофильные медицинские центры и клиники репродукции. На декабрь 2019 года в Санкт-Петербурге работают 14 многопрофильных клиник и 2 – репродукции. Региональные филиалы представлены в Казани, Воронеже и Вологде. В сети работают более 2,2 тыс. специалистов, из них порядка половины – врачи. За 2019 год они помогли более 200 000 пациентов.
Стратегия и подход
Примерно год назад «Скандинавия» выбрала новую стратегию и переформатировала работу департамента маркетинга. От традиционной рекламы мы перешли к понятиям Customer Experience (клиентский опыт) и Customer Development (тестирование будущего продукта на потенциальных потребителях). Мы верим, что за Customer Experience будущее и привычный маркетинг трансформируется именно в него.
Изменения затронули не только философию компании, но и структуру, проекты. Вот некоторые из них.
- Отдел маркетинга расширился и превратился в департамент маркетинга и клиентского опыта.
- Его структура стала матричной, приблизилась к FMCG или банковской сфере.
- Во главе каждого медицинского направления теперь стоят medical leader (врач-управленец, отвечающий за медицину) и brand manager (специалист по маркетингу, определяющий рекламную стратегию, продвижение и развитие этого направления и/или продукта).
- Мы меняемся, постоянно придумываем и тестируем новые услуги, проекты и способы коммуникации. Пытаемся уйти от традиционных инструментов и попробовать что-то принципиально другое. О некоторых из них расскажу ниже.
- Изменили работу с отзывами и выработали принципы ответов на них.
Важны ли отзывы?
Отзывы важны, они – отражение того самого клиентского опыта. По результатам нашего опроса, примерно 45% пациентов приходят по рекомендации знакомых, 45% – из интернета (поиск клиники и анализ отзывов в интернете), 10% – из остальных источников. Мы даже выявили, что отзывы в интернете и история поиска влияют на ДМС-пациентов. Казалось бы, какая им разница, но нет. Они проверяют отзывы перед походом к врачу.
Многие пациенты проводят двойной отбор: спрашивают совета у друзей, а потом проверяют рекомендацию в интернете. И наоборот. Поэтому «Скандинавия» вкладывает много ресурсов в работу с отзывами, рейтингами и имиджем клиники. Работа с репутацией и интернет-реклама занимают значительную долю в бюджете маркетинга. Мы считаем, что именно эти два канала продвижения дают больше всего пациентов.
Работа с отзывами
Мы называем отзывы обращениями и делим их на офлайн и онлайн. Первые получают и собирают администраторы и call-центр. Онлайн-обращения фиксируем различными трекерами, например: Youscan и Usedesk. К обращениям также относим предложения пациентов, вопросы или, допустим, поздравления с праздниками. В месяц обрабатываем около 1200 сообщений.
Обращение пациенты могут оставить следующими способами:
- сделать запись в книге жалоб;
- обратиться к администратору;
- позвонить в call-центр;
- написать на email отдела клиентского сервиса или общую почту;
- в форме обратной связи на сайте;
- в соцсетях;
- на агрегаторах и отзовиках;
- на картах: Яндекс, Гугл и 2gis.
Больше всего обращений поступает через соцсети, НаПоправку и Яндекс.Карты. Яндекс.Карты активно растут, потому что Яндекс изменил алгоритмы выдачи. Карты выпадают сразу после органической выдачи и/или контекстной рекламы. Это удерживает пользователей и мотивирует их писать отзывы. Также Яндекс.Навигатор настроил push-уведомления с напоминанием. Посетив организацию, вы получаете сообщение с призывом ее оценить.
Если вы тоже хотите продвигать свою клинику на НаПоправку, заполните заявку. Наши менеджеры рассчитают количество и стоимость записей, которые мы сможем вам дать, и сообщат вам.

В «Скандинавии» обращения обрабатывают два сотрудника: менеджер по работе с обращениями и руководитель отдела клиентского сервиса. Входящие сообщения они маркируют специальными тегами, на большую часть отвечают сами, какие-то передают соответствующим отделам. На обращения, требующие официального взаимодействия, им помогают отвечать юридическая служба и секретариат.
KPI по количеству поступающих отзывов нет, но есть по скорости и качеству ответа. Мы должны ответить в тот же день, в идеале в течение часа, но сделать это как живые люди, а не роботы. Сотрудники должны вовлекаться в ситуацию, проявлять эмпатию и заботу.
К этому мы пришли не сразу. Сначала отвечали медленно, иногда шаблонно. Но задержка и стандартность наращивают негативные эмоции и самого пациента, который злится, что компании все равно, и тех пользователей, кто этот отзыв видит.


С учетом негативного опыта мы написали чек-лист правильного ответа на отзыв. В нем перечислены критерии качества и даются примеры плохих и хороших сообщений. Теперь это постоянная практика: на каждый кейс или ситуацию мы пишем чек-лист и стандарт, постоянно обновляем уже готовые. Это здорово помогает в работе. Ответы на негативные отзывы нам удается превратить в позитивные или нейтральные в 60-70% случаев.
Скачивайте руководство НаПоправку о том, как правильно отвечать на отзывы
Отвечать нужно на каждый отзыв. Положительный отзыв – это ценность, подарок. Клиент потратил на него время, мы как бренд обязаны его поблагодарить. Пациент должен увидеть, что потратил время не зря и что его заметили. Наша система приносит результаты, за год доля пациентов, пришедших по рекомендации, выросла на 5-6%. Мы улучшили соотношение негативных и позитивных отзывов. Доля позитивных выросла на 10% и достигла 60%.
Доверие к отзывам
Отзывам на агрегаторах и отзовиках в целом я доверяю. Безусловно, клиника может заказать отзывы, и многие этим занимаются. Хотя надо отдать должное некоторым медицинским агрегаторам: просто так отзыв ты не напишешь. Это не стандартные геолокационные сервисы, где можно написать сообщение, даже не имея аккаунта.
Мы отзывы не оплачиваем и не заказываем принципиально. Достаточно посмотреть на наши рейтинги, они неидеальные, на некоторых сайтах не превышают 4 баллов. Бывают случаи, когда мы понимаем, что отзыв недостоверный или мало связан с реальностью, тогда мы связываемся с агрегатором или отзовиком. Если обе стороны подтверждают недостоверность отзыва, некоторые площадки могут пойти навстречу и его удалить. Но все позитивные отзывы накапливаются органически.
Мотивация пациентов
Мы дополнительно не мотивируем пациентов оставлять отзывы. В зонах ожидания есть информационные плакаты «Свой отзыв вы можете оставить здесь» и логотипы наших основных каналов продвижения. Этим мы сообщаем, что в принципе это возможно. Многие клиенты даже не задумываются об отзывах. Им кажется: деньги и возращение в клинику – лучшая оценка. Высказывать же мнение нужно, только когда есть проблемы.
Принципиально отказались от скидок за отзыв. Эта схема работает в ресторанах и салонах красоты, но в медицине такая мотивация снижает объективность. Нет ощутимой разницы: заказать 100 позитивных отзывов у копирайтера или «купить» положительные отзывы скидками. Да, нюансы все же есть, но не столь серьезные.
Кстати, ранее мы рассказывали, как сеть INVITRO собрала огромную базу отзывов и оценок пациентов.
Иногда проводим опросы пациентов, подходим к ним в клинике и спрашиваем, оставляет ли человек отзывы. Если не оставляет, то уточняем причину. Это напоминает, что отзывы можно оставить.
Полезные инструменты
- Sorry-бонусы
Их мы «подсмотрели» в гостиничном бизнесе, поскольку он сильно ориентирован на клиентский сервис. Если при разборе отзыва мы понимаем, что совершили ошибку или в чем-то виноваты, компания предлагает клиенту приятный бонус. Для этого у нас есть отдельный чат, который читают сотрудники нескольких служб. В него отправляются сообщения об ошибках, и мы в течение нескольких минут придумываем адекватный бонус.
Например, пациент записался, пришел на прием, но мы забыли его предупредить, что врач заболел и не вышел на работу. Заменить врача в этой же клинике мы не можем, но можем вызвать такси и доставить пациента в другую клинику, где его примет врач того же направления. Решения почти всегда строго индивидуальные. После урегулирования мы обязательно обсуждаем, системная ли ошибка, и придумываем меры профилактики.
- Оперативный анализ
Каждое утро в рабочий чат для причастных сотрудников отправляем срез обращений за вчерашний день: сколько, какие, куда они направлены, как отработаны. По мотивам этого среза проводится короткая летучка. Если обращение пришло вчера вечером, мы оперативно его обрабатываем после летучки.
- Глубинные интервью
Мы обучили сотрудников методологии глубинного интервью и постоянно их проводим. Теперь наши маркетологи регулярно общаются с пациентами, изучают их опыт и анализируют обратную связь. Интервью дают множество новых идей и «фишек», но также помогают проверить гипотезы. Например, если у нас появилась идея новой услуги, мы проводим интервью и уточняем у клиентов, нужна она им или нет.
Респондентам за интервью не платим. Это приятное открытие: люди готовы разговаривать и отвечать на вопросы. Видимо, медицина – настолько эмоциональная и серьезная сфера, что клиенты готовы потратить время, чтобы улучшить клинику, в которой они лечатся. В этом году даже создали специальную лабораторию Customer Development, будем развивать направление.
- Презентация достижений
Мы регулярно проводим сервисные совещания, на которых разбираем ошибки и достижения. Кроме того, каждый месяц делаем рассылку для сотрудников. В ней подробный отчет за период со срезами, цифрами и графиками, но главное – необычные находки, достижения или инструменты. Например, администратор помогла пациенту, посадила его в коляску, довезла до места назначения, позаботилась. Или врач, помимо стандартных документов, распечатал пациенту интересно оформленные рекомендации по диете. Пациенту так понравилось, что он написал об этом в отзыве.
Эти рассылки показывают, что клиентский опыт и пациентоориентированность – это не прихоть маркетинга. Они действительно работают, и пациенты их ценят. Врачи видят, что маркетинг рассказывает не только о своих достижениях, но и о достижениях всех сотрудников. Еще эти рассылки повышают внутреннюю лояльность и помогают «подружить» медицину и маркетинг, лечение и коммерцию. Появляется чувство общности, что мы не делим между собой что-то, а работаем на одну цель.
Читайте нашу статью о том, как врачу и маркетологу найти общий язык.
- Эксперименты
В конце 2019 года мы решились на смелый эксперимент по работе с отзывами – акцию «Сколько стоит здоровье?». Суть акции: в двух отделениях сети на ресепшен мы разместили информационные стойки. Они гарантировали пациентам скидку, если им не понравился прием в клинике. Если пациент ставил оценку 5 баллов, мы его просто благодарили. Если 4 балла, он платил за этот прием на 10% меньше. Если 1 балл – на 40%.

Шаг рискованный, мы это понимали, поэтому и внедрили его в качестве эксперимента в двух отделениях в течение полутора месяцев. Более того, мы немного ошиблись с первоначальным посылом и скриптами. Первый вариант постеров недостаточно четко доносил, что мы предлагаем оценить не врача и его компетенцию, а клинику и услугу в целом, а скрипт фокусировался на оценке, а не на впечатлении. Он вызвал некоторое недовольство наших докторов и коллег из индустрии, акция обсуждалась в соцсетях. Высказывалось мнение, что она мотивирует ставить низкие оценки и критиковать врачей.

Мы учли эту ошибку, переделали постеры и переписали скрипты. Со второго раза сработало. Результаты акции превзошли все ожидания. 90% пациентов поставили оценку 5. Остальные поставили 4, но по объективным причинам: задержки приема или накладки. Но главное – пациенты были в восторге. Мы показали, что уверены в своем сервисе и качестве, а также что готовы получать честную обратную связь. Также мы смогли проработать выявленные ранее страхи интернет-пользователей о том, что цены в «Скандинавии» завышены и необоснованны. Пациенты сами решали, насколько цена соответствует качеству. Полученные положительные комментарии помогут нам глубже изучить, что важно для пациента, и станут основой для стандарта «идеального приема».
Подписчики сами писали нам в соцсетях просьбы расширить акцию на другие отделения. Даже врачи с энтузиазмом теперь спрашивают, а продолжится ли акция. Она работает в том числе и на их лояльность. Сотрудник видит, что у нас есть поводы для гордости. До конца 2019 года мы продолжили акцию в трех отделениях, и в будущем, вероятно, превратим ее в постоянную. Сейчас в бизнесе есть тренд на прозрачность услуг, процессов, обратной связи. С прозрачностью растет любовь клиентов.
Естественно, когда акция запускалась, мы боялись пациентского экстремизма. Но реальность не всегда соответствует нашим предположениям. Все нужно проверять. Наш вывод: люди не пытаются занизить оценку, чтобы получить скидку. Это подтверждает и опыт «Вкусвилла», который вдохновил нас на эту акцию. Они готовы были вернуть деньги, если клиенту не понравился продукт, и злоупотреблений тоже не было.
Планы на будущее
Мы планируем и дальше работать с клиентским опытом и прозрачностью. Продолжим акцию «Сколько стоит здоровье?». Еще мы тестируем формат приема «Только спросить» – это короткие пятнадцатиминутные консультации, когда пациенту нужно что-то уточнить и получить ответ на узкий вопрос, например после сдачи анализа. Такая консультация стоит в 3,5 раза дешевле. Идея тоже появилась благодаря глубинному интервью.
В 2020 году у нас будет и много других экспериментов. Мы ставим KPI по числу гипотез, которые планируем проверить. Думаю, что их будет не меньше 20. Мы ищем свой путь, ценим обратную связь и не боимся пробовать новое.
Читайте также интервью Алены Бурениной об акциях в «Скандинавии».
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Уважала ваш сервис и Ирину , автора статей.Сейчас в шоке .Что это за супер маркетологи “Скандинавии”? Вы читали что они пишут ? Ладно непрофессиональная муть , но здесь обман и ложь.Работа с отзывами ….))) Где ????? не поленилась , забила в яндекс ….везде негатив , разоблачения, разочарования и гнев.Ни одного супер волшебного ответа маркетологов “ПО СКРИПТАМ “)))))не увидела.Советую “экспертам ” пиарить свои…может быть внешние данные, в других местах.Здесь вы зачем ?????
“……От традиционной рекламы мы перешли к понятиям Customer Experience (клиентский опыт) и Customer Development (тестирование будущего продукта на потенциальных потребителях”……..Вы бы осилили для начала просто маркетинг здравого смысла.Мониторили бы информационное поле клиники, отвечали на отзывы (здесь не пропускают ссылки , но первые 5 в выдаче -это ад в отзывах о вас )без скрипта , как человек ,как маркетолог,как имеющий разум некто…ау …супер профи , вы где ??? вы , слова умные запоминаете сидите )))наверное.Прекращайте.Начинайте читать книги .Можно пока детские.потом по нарастающей и до маркетинга.Успехов.Жаль собственников “Скандинавии”, искренне.вот это сотруднище….
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