Case Study: Department of Veterans Affairs

Harnessing public opinion to improve service

Problem

The Department of Veterans Affairs has endured some bad publicity in recent years, including incidents of inadequate healthcare at the nation’s VA medical centers. In the midst of creating its strategic plan for the next two years, the agency had concerns about public opinion with regard to its programs.

Solution

Using sophisticated tracking tools and human analysts, Synoptos conducted a small, informative study analyzing what patients and VA’s own employees were saying about the agency on social media across a sample of 5,000 public comments.

Results

The research showed that while only 5% of commenters complained of receiving inadequate healthcare, 50% complained of receiving poor customer service at VA facilities. This alerted the VA to the presence of a major issue in their customer service, providing the insights to support shifting some funding from healthcare to service initiatives. The study also flagged seven specific facilities where complaints were the highest and four facilities where customers noted improved customer service. Additional research at these four facilities would reveal the policy shifts that triggered these online compliments.

“The research showed that while only 5% of commenters complained of receiving inadequate healthcare, 50% complained about receiving poor customer service... this alerted the VA to the presence of a major issue in their customer service.”

Services Engaged

  • Baseline/Landscape Analysis
  • Brand Monitoring
  • Crisis Management & Preparedness
  • Custom Research
  • Executive News Brief
  • Healthcare Research
  • Influencer Identification & Profiling
  • Influencer Intelligence
  • Opposition & Community Research
  • Performance Audits & Benchmarking
  • Public Perception Studies
  • Relationship Mapping
  • Social Media Brief
  • Statistical Analysis
  • Twitter Analysis Report
  • Quarterly Earnings Report

Who We Are

Synoptos is a media intelligence company providing news and social insights to help our clients understand what’s transpiring in the media, identify pathways to influence key stakeholders, and improve operational decision-making. In short, we provide the data essential to making informed business and communications decisions.

Dozens of Fortune 500 companies, government agencies, and growing organizations rely on us every day to provide accurate data and insights. And while software is at the core of what we offer, the experience of our team and their ability to understand our clients and their core objectives is what sets us apart.

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