Customer Delight & Brand Excellence for a Health-Tech Startup

The brief

Our client, a promising health-tech startup, approached us with the goal of improving customer satisfaction and strengthening their brand reputation. They wanted to establish themselves as a trusted provider of innovative healthcare solutions and create a positive and seamless customer experience from onboarding to post-purchase support.

Project Description

To address our client’s objectives, we initiated a comprehensive project focused on boosting customer satisfaction and enhancing their brand reputation. The project included the following key components:

Customer Satisfaction Assessments:

We conducted thorough customer satisfaction assessments to understand the pain points and areas of improvement within the startup’s products and services. This involved gathering feedback through surveys, interviews, and focus groups to identify specific areas for enhancement.

User Journey Optimization:

By analyzing the customer journey from initial discovery to post-purchase support, we identified opportunities to streamline processes and enhance the overall user experience. We worked closely with the startup’s team to implement improvements, such as optimizing website navigation, simplifying the onboarding process, and enhancing post-purchase support channels.

Social Media Analysis and Audits:

We performed in-depth social media analysis and audits to monitor and manage the startup’s online reputation. This involved tracking brand mentions, sentiment analysis, and engagement monitoring across social media platforms. Through this process, we identified areas where the startup could proactively address customer concerns, engage with their target audience, and leverage positive feedback to enhance their brand reputation.

Mystery Shopping and Quality Assurance:

To ensure consistent service quality and adherence to brand standards, we implemented mystery shopping programs to evaluate the customer experience across different touchpoints. Mystery shoppers were assigned specific scenarios and tasked with evaluating the startup’s products, customer service, and overall experience. The insights gathered through mystery shopping enabled us to identify areas for improvement and implement targeted training and process enhancements.


Enstanten played a crucial role in helping our health-tech startup enhance customer satisfaction and establish a strong brand reputation. Their customer satisfaction assessments provided valuable insights, allowing us to make data-driven improvements to our products and services. The optimized user journey streamlined our processes and created a more seamless experience for our customers. The social media analysis and audits helped us manage our online reputation effectively, while the mystery shopping programs ensured consistent service quality. We are delighted with the results achieved through our partnership.

Creativity reimagined

More Case Studies

Accelerating Market Entry and Driving Product Success

To support the entrepreneur in launching her product successfully and capturing the Gen Z market, we undertook a comprehensive project that focused on market...

Engaging Gen Z and Driving Brand Success for a Fashion Retailer

Our team collaborated closely with the fashion retailer to devise a comprehensive plan centered around engaging Gen Z consumers and aligning the brand with...

Transforming Customer Engagement and Driving Sales Growth

To meet the client's objectives and improve customer engagement, we embarked on a comprehensive project focused on transforming the marketplace's customer experience and driving...