CUSTOMER STORY
Carrot collects valuable HIPAA-compliant data
Learn how Carrot enhances its member experience and delivers better clinical outcomes with feedback.
OVERVIEW
Carrot is a global fertility solution for modern employers, providing members with access to medical experts via its telehealth platform. When the company wanted to get a better understanding of member attitudes toward complex fertility topics, HIPAA-compliant features were a must—and SurveyMonkey Enterprise was the perfect solution.
100% HIPAA-compliant member surveys
25% faster survey creation
25% reduction in survey analysis time
THE CHALLENGE
Measure and improve telehealth efficacy
Millions of members around the world turn to Carrot for access to fertility care and support—and answers to all their family-building questions. To empower its medical experts to conduct better member chats, Carrot needed to collect protected health information (PHI) on members’ backgrounds, wants, needs, and familiarity with fertility topics. But informing these chats with member feedback was just the start. To prove the value of these discussions, Carrot also had to measure their efficacy with reliable outcome data.
“We leverage the HIPAA-compliant features in SurveyMonkey Enterprise to make our member chats more effective. That leads to better clinical outcomes.”
Laura Lee
Lead, Global Programs
THE ANSWER
HIPAA-compliant surveys that optimize data collection
Carrot used SurveyMonkey Enterprise to create HIPAA-compliant member intake forms that capture members’ knowledge of, and attitudes toward, various fertility options, including in vitro fertilization (IVF) treatment, adoption, surrogacy, and more. The “effortless and powerful” logic features and Likert scale question types made it easy to collect nuanced data on each option, while open-ended responses revealed new insights around members’ fertility decisions. Plus, Enterprise customer support provided guidance on advanced research techniques, so Carrot never needed to assign an in-house survey expert.
“We’re able to demonstrate, through surveys, that we’re positively impacting our members’ decision-making processes and easing their burden as they face complex, life-changing moments.”
Laura Lee
Lead, Global Programs
Carrot
THE RESULTS
Proven clinical outcomes
With SurveyMonkey, Carrot can quickly aggregate and analyze member responses and uncover the most salient factors affecting fertility decisions—all while maintaining 100% HIPAA compliance. By integrating survey data with Zapier and Zendesk, it boosts workflows and shares survey results more widely and securely. SurveyMonkey makes it easy to update Carrot’s member intake form questions as needed and customize URL endings for a streamlined respondent experience. After continuously measuring the impact of its online chats, Carrot has found that an astoundingly high 50% of members say they receive the information and support they need after just one chat.
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