At DXS, the Customer Success and Enablement team ensures that innovation is not just about technology, it’s about people.
By listening carefully to our customers and partners, we transform insights into improvements that make a genuine difference across the NHS and beyond.
We’ve strengthened our approach to collecting and acting on feedback, whether through our Service Desk team, ACAF questionnaires, in-product feedback, UATs and pilots, or direct conversations with ICBs, GP practices, and service providers.
Our Service Desk plays a crucial role in ensuring that issues are addressed promptly and customers feel supported throughout, with feedback commending the professional manner in which interactions are managed. Every voice has a pathway into our processes, ensuring input is not only heard but considered for meaningful action.
Customer feedback is shaping more than conversations – it’s guiding engagement plans, informing Customer Health Scores, and ensuring we can demonstrate results in a tangible way. Our most recent feedback shows an overall satisfaction score of 92%, underlining the confidence customers place in DXS.
This October, we’re excited to launch our Customer Survey, another step in strengthening our feedback loop. Designed to capture meaningful insights from across our customer base, the survey will directly inform future product development and service enhancements.
To underline the importance of sustainability, for every completed survey within the first week of the campaign, DXS will plant two trees in partnership with Treeapp—turning customer voice into both digital and environmental impact. Thereafter, for every completed survey, DXS will plant one tree.
Customer Success at DXS extends beyond engaging ICB and clinical leads. Increasingly, our work also involves collaborating with service providers to ensure referral pathways into secondary care are clear, consistent, and clinically appropriate. This balance, supporting customers while working with providers, reflects our willingness to partner across the health system to drive improvements for all stakeholders.
Customer Success, Engagement, and Experience remain top priorities for DXS. By combining structured feedback, transparent data, and proactive partnerships, we are building a cycle of continuous improvement – ensuring that every customer feels heard, supported, and part of shaping the future of healthcare innovation.
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