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Healthcare & wellness

Turn every piece of patient feedback into a driver of trust.

Wizville helps pharmacy, laboratory, optical, hearing care and wellness networks measure the experience, act on irritants and manage their online reputation — from head office to every site.

Talk to a healthcare expert Discover the GrandAudition story
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Average rating 9,5/10 GrandAudition network · 77 centres, over 12 months
2,300 experiences rated in 12 months
Your professions

Specific moments of truth

One management platform, very different journeys. Select your profession to see what Wizville listens to, detects and tracks.

Pharmacies

Advice and discretion play out at the counter. Each pharmacy manages its reviews on its own; the group has no comparable view.

Moments of truth
  1. Welcome
  2. Waiting at the counter
  3. Advice and dispensing
  4. Product availability
  5. New services
Pain points to detect
  • Queues at peak times
  • Lack of discretion at the counter
  • Stock-outs and variable quality of advice
Indicators tracked
CSAT / NPSPerceived waiting timeConfidentialityReview response rate and time

Laboratories

A short but demanding journey, where the clarity of instructions and access to results weigh as much as the sample collection itself.

Moments of truth
  1. Booking an appointment
  2. Preparation and instructions
  3. Welcome
  4. Sample collection
  5. Access to results
Pain points to detect
  • Imprecise preparation instructions
  • Waiting and confidentiality in the waiting room
  • Delay or difficulty accessing results
Indicators tracked
Satisfaction by stepClarity of instructionsPerceived turnaround timeComplaint volume and handling

Optical

A high-involvement, infrequent purchase: every visit counts double for loyalty and local recommendation.

Moments of truth
  1. Advice and choice
  2. Quote and insurance coverage
  3. Delivery of the equipment
  4. Adjustment
  5. After-sales service
Pain points to detect
  • Unclear quote and out-of-pocket cost
  • Equipment delivery time
  • Comfort and adaptation after handover
Indicators tracked
NPS / CSATClarity of the quoteFirst-contact resolutionReview rating and volume

Hearing care

A long relationship made of trials, adjustments and check-ups: trust is built well after the sale.

Moments of truth
  1. Assessment and advice
  2. Trial
  3. Adjustments
  4. Follow-up check-ups
  5. Maintenance
Pain points to detect
  • Explanations too technical
  • Difficulty adapting in real life
  • Irregular follow-up over time
Indicators tracked
Satisfaction right after the visit, then after adaptationQuality of listeningPerceived comfortShare of detractors
See how Wizville adapts to your network

In healthcare, trust is won in every detail of the journey

The quality of the service alone does not make a good experience. It is the welcome, the waiting, the listening, the discretion and the clarity of explanations that shape how people feel.

A deeply human experience

Welcome, listening, waiting, confidentiality and clarity of explanations shape the experience as much as the service itself.

Networks that are hard to read

Feedback is scattered across questionnaires, public reviews and sites. Head office lacks a comparable, actionable view.

A sensitive public reputation

Every reply must reassure without ever exposing personal information or confirming a care relationship.

From the field to management

What happens on the ground, in a single interface

Pharmacy, testing laboratory, optician's shop and hearing care centre connected to the Wizville network management interface.
Illustration of the Wizville interface — sample data. The topics tracked cover service and journey, never health information.
The method

Listen. Understand. Act.

Centralising feedback is not enough. The value comes from the loop: measure at the right moment, surface priorities, handle dissatisfactions and prove progress.

  1. Step 1 Listen at the right moment Short questionnaires, focused on the journey and the service, right after a key interaction.
  2. Step 2 Understand what matters Scores, themes, sentiment, AI summaries and weak signals: thousands of comments become priorities.
  3. Step 3 Act locally Alerts, assignment to the right person, handling of dissatisfactions and action plans tracked over time.
  4. Result Strengthen trust Centralised public reviews, controlled replies and the publication of verified reviews: the quality of the relationship becomes visible.
Network management

One single truth, from head office to every site

Head office needs a consolidated, comparable view. Each site needs to know what to improve, right away. Wizville serves both, with network, area, site and theme filters.

Comparable, not punitive

Gaps serve to target support and spread best practices, not to rank teams.

Network, area and site filters

The same indicators, read at the level that concerns you, and on the themes of your profession.

Measured progress

Tracking scores and themes over time gives an objective view of the effect of each action plan.

#SiteSatisfactionPublic ratingArea rank
1 Lyon 6e 9,5 4,8 1st / 6
2 Bordeaux Centre 9,2 4,7 2e / 5
3 Rennes Ouest 8,8 4,5 3e / 7
4 Lille Grand Place 8,1 4,2 5e / 6
Multi-site

Everyone sees exactly their own scope

Wizville adapts to your network's organisation: group, franchise, members or company-owned sites; each role accesses the right level of information.

Management / head office
Consolidate, compare, detect gaps and prioritise network programmes.
Area manager
Identify the sites that need support and spread the best practices that work.
Site
See its feedback, reply, handle its alerts and track its progress over time.
Access and scopes are managed per employee, in a few clicks.
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Responsible online reputation

Reply with the responsiveness and caution healthcare demands

Reviews from all your sites arrive in a single feed. The AI suggests a reply in your brand's tone of voice; the professional reviews it, adjusts and publishes. Human control remains the rule.

A public reply acknowledges how the person feels. It never confirms a care relationship and never comments on any medical detail.

A single feed of reviews

Google and the other public platforms centralised and attributed to the right site.

Network tone-of-voice guidelines

A reply library framed by head office, customisable locally.

Take it offline

As soon as a topic is sensitive, the public reply invites the person to continue the conversation directly.

Flagging

Clearly inappropriate content can be flagged to the platform concerned.

Customer proof

GrandAudition structures patient listening across 77 centres

Over the first 12 months. The network also records a 77% survey open rate and +0.10 points on its average Google rating since 2022. Figures published in the Wizville customer story.

2,300 experiences rated in 12 months
9.5/10 average rating
−5 pts detractor patients
+57% Google reviews over the period
Read the customer story
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« Wizville has become our central tool for managing customer satisfaction. »
Catherine Bazire Marketing & Communications Director — GrandAudition

Resources for healthcare networks

Our sector insights on measuring satisfaction in pharmacies, laboratories and the medical field more broadly.

Managing satisfaction across a pharmacy group

Moving from reviews managed pharmacy by pharmacy to comparable network management.

NF EN ISO 15189 and satisfaction measurement

Making the voice of the patient usable, traceable quality data.

Measuring satisfaction in the medical field

Which moments to assess, with which indicators, without collecting health data.

Frequently asked questions

Patient satisfaction and public reviews: your questions

By asking the same short questions everywhere, at the same moment of the journey, then reading the results at three levels: network, area and site. Each manager finds their own scope, head office keeps a consolidated, comparable view. Surveys are triggered by email, SMS, QR code or web, whichever fits your journey best.

Those where trust is at stake: booking and accessibility, welcome and waiting, listening and clarity of explanations, confidentiality, availability of the product, equipment or results, then follow-up — adjustments, adaptation, after-sales service, complaints. Depending on the profession, one or two measurement points are often enough: right after the visit, then after adaptation.

By acknowledging how the person feels without ever confirming that the author is a patient or customer of the site, and without repeating any detail from a file. You thank them, restate the point for improvement, say what is being done, and offer to continue the conversation offline as soon as the topic becomes sensitive. Wizville suggests a reply in your brand's tone of voice: it is reviewed and published by a human.

By staying focused on the service and the journey: welcome, waiting, listening, clarity, discretion, turnaround time, comfort. No questions about a condition, a treatment, a prescription or a result. Questionnaires are short, respondents are informed, data collection is minimised and retention periods are configurable. Open-ended answers are analysed automatically by theme and sentiment.

By treating a gap as a signal, not as a sanction. Dashboards serve to spot where support is useful and which practices deserve to be shared. The themes detected in the verbatims explain the score: that is what makes the comparison actionable, and therefore acceptable to the teams.

Yes. Survey responses and public reviews collected from connected platforms live in the same interface: same filters, same themes, same alerts. You can track measured satisfaction and visible reputation side by side, site by site. The list of platforms connected to your network is confirmed during the scoping phase.

Healthcare & wellness

Turn the voice of your patients into visible progress.

Discover how Wizville can adapt listening, dashboards and online reputation management to your network.

  • A listening journey adapted to your profession
  • Head office, area and site dashboards
  • The framework for replying to public reviews, healthcare caution included
Talk to a healthcare expert

Your data remains confidential and is never shared.