Lenovo Group - Customer Satisfaction Study of BaiBo Oral Healthcare
Company overview
BaiBo Oral Healthcare Group is a key strategic investment project by Lenovo Holding in the modern service sector. As a leading domestic oral healthcare chain brand, the group operates across multiple domains including oral medical services, hospital investment and management, dental prosthesis processing, medical device sales, medical facility design, and advertising planning. As of the time of the study, BaiBo Oral Healthcare has established nearly 200 affiliated clinics nationwide, committed to building a brand characterized by 'technological leadership, high-quality service, and standardized management,' with its service network covering major cities across China and serving a large base of mid-to-high-end customers.
Research background
In the modern healthcare service industry, relying solely on technology is no longer sufficient to establish long-term competitive advantages. Service quality has become a key differentiator for brands. Lenovo Group aims to gain an objective and systematic understanding of the current customer satisfaction levels across BaiBo Oral Healthcare (including BaiEr Oral Healthcare) nationwide. This study seeks to comprehensively capture genuine customer feedback on key aspects such as medical service processes, doctor expertise, patient experience during visits, and perceived pricing, in order to identify service weaknesses and uncover potential unmet customer needs. The findings will support BaiBo Oral Healthcare in optimizing service management, enhancing brand reputation, and strengthening customer loyalty.
Research scope
In October 2015, CEIDEA Research, a Beijing-based research firm commissioned by Lenovo Group, conducted a customer satisfaction survey across BaiBo Oral Healthcare and BaiEr Oral Healthcare clinics nationwide. The study covered key outpatient clinics in major cities including Beijing, Shanghai, Guangzhou, Shenzhen, Chengdu, and Hangzhou. Using a combination of telephone interviews and online questionnaires, the research assessed customer satisfaction at key touchpoints throughout the entire patient journey—from appointment to visit. Survey topics included: appointment convenience, waiting room experience, doctor competence, doctor-patient communication, comfort during treatment, reasonableness of treatment costs, environmental hygiene, and post-visit follow-up services. Additional customer loyalty indicators such as willingness to return for follow-up visits, likelihood to recommend the brand, and brand trust were also analyzed for comprehensive insights.
Expected outcomes
This study will provide Lenovo Group with empirical data on the satisfaction levels and performance differentials in key service touchpoints of BaiBo Oral Healthcare and BaiEr Oral Healthcare. It will offer actionable evidence to identify primary service shortcomings and improvement opportunities. The research findings will support the optimization of outpatient operational management, doctor service standards, pricing strategies, and patient communication mechanisms, ultimately enhancing overall customer satisfaction and brand loyalty. Additionally, the report will help Lenovo Group understand emerging consumer demands in modern dental healthcare services, providing concrete data and strategic direction for future service innovations and brand promotion initiatives by BaiBo Oral Healthcare.
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