Customer Satisfaction Matters

What about your customers? Do customers play a role in measuring your team’s performance? And if so, how?

One hundred percent. Without customers, what are we doing? Are we just talking to each other about what we’re going to do in the world and impact, especially in the space that we operate? We utilize Net Promoter Score, which is essentially feedback on how our customers rate our performance. And the way that I’ve articulated it to the organization is, when we get a very high Net Promoter Score back from a customer, what they’re essentially telling us is we help them treat a cancer patient.
So be extremely mindful that decisions that you will make can have an impact on how a cancer patient is going to get treated, and be very customer-centric. In our business, when you look at the construct of the company, about 90% of our revenues come from the radiation oncology area. And we make linear accelerators, these large machines that are amazing— 20,000 pounds that rotate around the accuracy of a half of the pinhead and they shape a radiation beam perfectly to eradicate a tumor.
These devices are at a facility for 10 to 15 years. And so when people are deciding about the quality of our brand and who we are, it’s based on what type of customer service they get, not just what cool features are there. Cool features matter because they impact the patient, but they have to work and we have to be there to support them throughout the process.