Scaling patient experience insights across a national organization
222%
increase in monthly review volume
9%
review to invitation conversion rate
36,000+
NPS surveys completed
500+
locations using Swell for reviews and NPS
The Challenge
Smile Doctors wanted to increase Google review volume while also capturing meaningful NPS feedback across a large, multi-location organization. Accessing consistent, company-wide patient experience data was essential for both operational reporting and continuous improvement.
“Wanting to capture more patient reviews on Google and collecting NPS feedback.”
Why Swell
Support was the deciding factor. While onboarding presented a few early challenges, the Swell team remained highly responsive and hands-on, helping standardize processes and ensure long-term success across locations.
“The support that Swell offers was more than others could offer.”
The Results
Results at a glance
- 222% increase in monthly review volume
- 9% review to invitation conversion rate
- 36,000+ NPS surveys completed
- 500+ locations using Swell for reviews and NPS
Swell became a core operational asset, enabling leadership-ready reporting, improving office engagement, and making patient experience insights easy to collect, share, and act on.
“Having this information in an easy-to-understand format has been invaluable.”
Scaling patient experience insights across a national organization
For Smile Doctors, the goal was twofold: increase Google review volume and capture reliable NPS feedback across a large, multi-location organization. Leadership needed consistent, company-wide visibility into patient experience to support both operational reporting and continuous improvement.
“Wanting to capture more patient reviews on Google and collecting NPS feedback.”
Without a centralized, easy-to-use system, gathering and sharing this data at scale was a challenge.
Choosing Swell: Support that scales with the organization
Support was the deciding factor in choosing Swell. While early onboarding presented a few challenges, the Swell team remained highly responsive and committed to long-term success. As processes were refined, onboarding became smooth and repeatable across offices.
“The support that Swell offers was more than others could offer.”
Swell’s willingness to jump on calls, troubleshoot issues quickly, and proactively assist offices helped build trust across teams and leadership alike.
Results: Visibility, engagement, and operational clarity
Results at a glance:
- 222% increase in monthly review volume
- 9% review to invitation conversion rate
- 36,000+ NPS surveys completed
- 500+ locations using Swell for reviews and NPS
With Swell fully implemented, patient experience data became easier to access, understand, and share. Reporting that once required manual effort could now be generated quickly and distributed to leadership on a regular cadence.
“Having this information in an easily accessible and easy-to-understand format has been invaluable.”
Operationally, Swell strengthened office engagement and enabled the organization to identify trends, address issues proactively, and continuously refine the patient experience across all locations.
“It’s a decision you will not regret.”
