Healthcare: Home Care Industry
Customer Experience and Service Delivery
How targeted improvements to retention, technology, and operations strengthened customer experience and financial performance.
The Challenge
A major home care services provider sought to improve Customer Experience and better understand its end-to-end customer journey.
While new customer enrollment remained stable, early cancellation rates were driving high churn and increasing acquisition and service costs.
The organization lacked:
A unified view of the customer lifecycle
Visibility into friction points across touchpoints
Alignment between operational performance and customer expectations
A clear roadmap for experience improvement
Leadership needed actionable insights to reduce churn and strengthen customer loyalty.
The Strategy
Northridge designed a comprehensive customer journey assessment to evaluate experience across the full lifecycle.
The strategy focused on:
Mapping the end-to-end journey across all customer touchpoints
Capturing Voice of the Customer insights and key journey themes
Identifying pain points, sentiment drivers, and performance gaps
Aligning operational KPIs to customer expectations
Developing persona-based insights to guide decision-making
The objective was to connect customer experience insights to operational performance and long-term strategy.
The Execution
Northridge applied a multi-method approach combining:
Customer journey mapping workshops
Speech and text analytics
Direct observation and focus groups
UX assessment techniques
The assessment evaluated experience across:
Shopping and buying
Appointment scheduling
In-home service delivery
Operational support interactions
Invoicing and payment
Customer actions, expectations, touchpoints, pain points, and sentiment were documented to identify strengths and gaps.
Personas and customer-centric KPIs were developed, and cycle time measurements were defined from the customer’s perspective.
A prioritized improvement roadmap was created to guide near-term initiatives and long-term strategic investments.
The Impact
The engagement delivered measurable business clarity and alignment:
Established a unified view of Customer Experience across the lifecycle
Identified prioritized actions to reduce early cancellations and strengthen customer retention
Enabled more personalized service strategies through persona development
Improved marketing, sales, and service communications alignment
Addressed operational gaps tied to process defects and scheduling reliability
Created a data-driven roadmap for sustained experience improvement
The organization gained both insight and direction — strengthening performance discipline and long-term customer retention strategy.
experience + excellence
CLARITY ACROSS THE JOURNEY DRIVES LOYALTY
Experience excellence begins with understanding how customers move through your service lifecycle — and where friction undermines value.
Let’s explore how journey mapping can reduce churn and strengthen performance across your organization.
