Press Releases
CBaySystems receives superior scores in two 2007 Customer Satisfaction Surveys.
Customers give the company high marks in both the 2007 KLAS MTSO Study and annual CBay benchmark survey.
Annapolis, MD — October 22, 2007 — CBaySystems, a leading provider of transcription and healthcare BPO services, today reported on its ratings from two Customer Satisfaction Surveys conducted during 2007.
The first, the KLAS MTSO Study, published by KLSA, an independent research and consulting firm, was conducted across the entire medical transcription industry, rating 16 vendors in 17 different performance areas. Candid data was gathered from a combination of in-depth questionnaires and confidential interviews with both departmental directors and IT executives.
The second, CBay’s 2007 Customer Satisfaction Survey, analyzed responses from over 300 CBay customers, in which they were asked to rate the company in areas such as quality, turnaround time (TAT), customer service and technology. The Rating System for all survey questions was based on the following scale: Excellent, Very Good, Good, Fair, and Poor.
In the KLAS Study, CBay emerged as only one of two companies to have a positive trend rating increase in all three major categories- Performance Indicators, Business Indicators, and percentage of Positive Commentary. Of the 16 providers examined, KLAS reported that “CBay has made the biggest jump forward in the last year in terms of client satisfaction.”
In CBay’s annual survey, 95% of CBay customers said that they would recommend CBay’s services to others, up from 93% in 2006.
“We’re very pleased with the results from these two important Customer Satisfaction Surveys,” said Christopher Foley, President, CBaySystems and Services, Inc. “It says that we’ve doing a good job of maintaining the high standards of quality, service and technological innovation our customers demand. It also says that we’re outpacing our competition, which means we’re meeting our goal to constantly challenge ourselves to be the gold standard of the industry.”
Key Findings and Observations
Customers also gave CBay high ratings in the following categories:
overall satisfaction, quality of transcribed documents, quality of medical
terminology, quality of formatting, and turnaround time.
• 97% are happy with the service they receive from their technical
support and sales reps
• 96% rate CBay customer service as good and above (up from 95%
in 2006)
• 94% rate CBay’s ability to meet turnaround time as good
or above
CBay was also noted for its excellent technology platform, and ease
of use:
• 96% rated our overall training and software Good and above
• 97% said the Software and Recorder were easy to use
• 96% were pleased with the training they received
• 96% rated the Software’s ability to meet their needs as
Good and above
• 96% of our customers were happy with the stability of the Software
The following are examples of CBay customer quotes gathered in the study:
“All my physicians find it extremely easy and efficient to
use CBay. They required minimal training and have almost no problems.”
-Associates in Cardiology, Pennsylvania
“I think its great. I upload in the afternoon before I go
home for the day, and when I get to work the next morning, I most of
the time will have all the transcription ready to print and proofread
and send out.”
-Cardiology Associates, PC – Bowie
“Your customer service is fantastic. At a time when customer
service is becoming non-existent, your response to questions or problems,
and willingness to get the job right is most appreciated.”
-Five Valleys Urology
A white paper that includes additional highlights from both surveys is now available for download from CBay’s website at www.cbaysystems.com
About CBaySystems
CBaySystems is a leading provider of medical transcription and healthcare technologies to large hospitals, healthcare networks and physician practices throughout the United States, and is a leader in patient financial services to hospitals and hospital-based physician practices in the United States. The company utilizes secure Internet technologies combined with its global-based delivery model to deliver its service and product offerings to healthcare providers.
Since it was founded in 1998, CBaySystems has been acknowledged by some of the industry’s leading publications and ratings institutions, including Forbes.com — Ten to Watch, Healthcare Informatics 100, Deloitte Technology Fast 500, and Inc. Magazine —One of the Fastest Growing Privately Held Companies in America.
CBay is headquartered in Annapolis, MD, and Atlanta, GA. CBaySystems Holdings Ltd joined the AIM market of the London Stock Exchange on June18, 2007 and trades under the ticker symbol CBAY. For more information, visit www.cbaysystems.com.
For additional information contact:
Stacey Cassidy
Director of Marketing, CBaySystems, Inc.
Tel: 410.940.6900 x 3195
scassidy@cbaysystems.com