Oasis Dental (also known as Bupa Dental Care) operates over 360 NHS and private dental practices across the UK and Ireland.
Oasis Dental has over 2500 dental professionals supported by an expert customer care team and prides itself on offering an exceptional dental care experience to every patient – something that they continually measure and review.
Customer service is a key differentiator in a growing industry such as the dentistry industry. Taking this into account, Oasis Dental want to ensure that potential patients receive the correct information from their very first call – enabling them to guide patients to the right services and offer the highest level of service.
Oasis Dental initially commissioned Tern to complete a pilot campaign using the telephone mystery shopping service.
Tern designed a campaign that included mystery shoppers making telephone enquiries as prospective patients – measuring if service users are receiving appropriate advice for their individual enquiries, with the high level of customer care expected of the customer care team.
Following the pilot, which consisted of 50 calls, Oasis Dental has now commissioned Tern to complete the telephone mystery shopping service for a 12-month period, conducting over 400 calls on a quarterly basis. The results will be used to continually develop the process for new/ potential patients including providing the best advice and customer care from the initial point of contact through to appointments and aftercare.
