Baybo Oral Healthcare - Customer Service Satisfaction Study
Company overview
Baybo Oral Healthcare Group is one of Lenovo Holding's key investment projects in the modern services sector. As a leading Chinese chain-based oral healthcare service provider, Baybo integrates medical services, hospital investment management, medical device sales, dental prosthesis processing, and medical space design and marketing strategy. Its operations cover nearly 200 oral clinics nationwide, serving a broad range of patients across multiple specialties including implant dentistry, orthodontics, pediatric dentistry, and comprehensive treatments. The company is committed to delivering international-standard oral health management services to consumers
Research background
In the context of consumer upgrading and increasingly standardized healthcare service markets, customer experience and satisfaction have become key differentiators in competitive positioning. For chain-based healthcare institutions, patient loyalty and return visit rates directly impact service reputation and long-term profitability. To comprehensively understand consumer perceptions, evaluate service improvement effectiveness, and support internal performance optimization, Baybo Oral Healthcare has entrusted CEIDEA Research with conducting nationwide customer satisfaction studies starting from 2015.
Research scope
Since 2015, CEIDEA Research has been commissioned by Baybo Oral Healthcare to conduct a three-year longitudinal study on customer satisfaction across its nationwide chain clinics. The research primarily employs structured questionnaires supplemented by in-depth telephone interviews, covering multiple touchpoints in the customer journey at existing Baybo/Bayer Oral clinics. Key research areas include: analysis of customer demographics and consumption behaviors, satisfaction with visit experiences (such as doctor performance, front desk reception, treatment outcomes, price transparency, and follow-up procedures), identification of service needs and improvement suggestions, and the development of customer segmentation profiles. The study further employs quarterly tracking and grouped data analysis to identify service pain points and performance fluctuations.
Expected outcomes
The findings of this project will provide Baybo Oral Healthcare with multi-dimensional support: first, establishing a customer segmentation model to enable precise marketing and customized service delivery; second, identifying regional disparities in patient experience to promote standardized management and targeted improvements; third, conducting annual comparative analysis of satisfaction data to monitor operational efficiency and service improvement trends, providing scientific basis for performance evaluation and resource allocation optimization. Ultimately, the project aims to enhance service process efficiency and customer loyalty, helping Baybo Oral Healthcare build a leading brand image in the oral healthcare industry.
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