MYA DELIGHT DEEPDIVE Collecting feedback along the journey to rectify negative experiences & improve patient satisfactionABOUT MYA CHALLENGE OF FEEDBACK UTILIZATION MYA is one of the UKs leading cosmetic and plastic surgery providers, performing over 4,000 procedures annually. Across its 11 locations, MYA offers a variety of surgical procedures such as liposuction, breast enlargement, rhinoplasty and tummy tucks to its patients. MYA’s vision is about transparency across the organization with a close connection with its patients. Monitoring all experiences is a vital part of this vision so that a process of continuous understanding and improvement can be undertaken. They were using a Customer Relationship Management (CRM) software to send out surveys to customers over

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