Operated by the country’s Integrated Health Information Systems (IHiS), HealthHub offers a nation-wide suite of digital health services and personalised advice and has emerged as an anchor service for Singapore residents to access their COVID-19 vaccination records and test results – alongside a range of evidence-based health information topics and e-services across public healthcare.
With a rapidly growing user base and a surge in the use of its services in recent years, HealthHub needed a listening engine to capture the voice of the customer in a timely manner.
IHiS has selected Qualtrics CustomerXM for its customer experience programme to continually refine and optimise the customer experience on the HealthHub portal and mobile app in response to the ever-evolving health journeys of the public of Singapore.
Using Qualtrics’ predictive intelligence capabilities, HealthHub will be able to collect and aggregate feedback from its users across mobile and online channels in real-time to analyse user sentiment, identify critical feedback, and pinpoint emerging trends.
The insights collected will enable IHiS to understand how current capabilities and new innovative features in HealthHub are meeting the evolving needs of its users and delivering meaningful customer experiences.
IHiS is one of the first organisations to use the new Qualtrics data centre located in Singapore, which opened in mid-2021.
“In our rapidly changing world, the experience a government or business provides to its customers and employees has never been more important. It means experience management is now critical,” said Mao Gen Foo, Qualtrics head of Southeast Asia.