The Doutor Hérnia franchise network grows 320% by focusing on customer service and mystery shopping
By combining strategic insights from mystery shopping surveys with efficient management, the company achieved excellence in patient care. And it tripled in size!
“Mister O. cameto help us identify issues within our facilities. The mystery shopper clearly highlights, through a very detailed report, the areas where we need to improve our service and the patient experience.”
Igor Libanio Franchise Network Manager at Doutor Hérnia
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The Doutor Hérnia network of clinics has over 15 years of experience treating spinal conditions. In 2013, it adopted a franchise model and had to find ways to ensure consistent service standards across all locations.
The challenge
As the franchise network expanded, management faced the challenge of ensuring consistent standards of patient care across all clinics, the total number of which nearly tripled in less than two years, growing from 19 to 61 locations.
Solution
Through the Mystery Shopper program, management tracks the entire patient journey—from the first contact with the receptionist to the scheduling of treatment, including feedback on the clinical consultation with the physical therapist. This allows them to monitor patients’ experiences across the network on a monthly basis.
95,7%
successful in the consultations conducted
85%
of the franchised clinics operating under the green light
