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Learn how Carrot enhances its member experience and delivers better clinical outcomes with feedback.

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Menlo Park, CA



Customer experience

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

To empower its medical experts to conduct better member chats, Carrot needed to collect protected health information (PHI) on members’ 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.

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Laura Lee
Lead, Global Programs

Carrot used SurveyMonkey Enterprise to create HIPAA-compliant member intake forms that capture members’ knowledge of, and attitudes toward, various fertility options. 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.

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Laura Lee
Lead, Global Programs

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. And 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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