Welcome to
Crossroads Group
At Crossroads Group, we’re dedicated to helping organizations listen and respond to the voices of their customers, employees, and the surrounding community. Since 2003, our mission continues to be to provide the best quality most actionable customized survey service available. We specialize in healthcare but serve almost any industry, offering tailored survey solutions to meet our clients’ needs.
About Us
Since 2003, The Crossroads Group has been dedicated to helping organizations “hear the voice of the customer or stakeholder” and respond with highly actionable reporting. Specializing in survey design and improvement facilitation, we focus on enhancing both effectiveness and efficiency in today’s competitive environment, helping our clients to become both providers of choice and employers of choice.
At Crossroads Group, we have a culture of continuous improvement and our team of dedicated professionals works tirelessly to deliver quality survey solutions that drive meaningful change. We adapt to the ever-changing needs of our clients, ensuring that our solutions remain relevant and effective towards compliance, sustainability, and competitiveness in the marketplace.
Our Team
Nick Meagher
Nick Meagher
OwnerBio.
Quite simply, we are flexible, aligning projects around learning objectives and ideal sampling methods and deliver results in the form of highly actionable reporting.
Our client retention rate of over 95% since 2005 speaks to the level of quality and service which we provide each and every client.
Our Team
Chris Copeland
Lisa Marie Duesterheft
Wendy Lu
Sarah “Danni” Beatty
Breanna Thomson
Breanna Thomson
Katie Ward
Katie Musick
Zachary Harper
Andrew Grant
Chris Copeland
Director of OperationsChris earned an Executive MBA degree from The University of Texas at Arlington, where he graduated in the top of his class. Chris also has an undergraduate degree in mathematics and prior to joining The Crossroads Group had experience in program management, management, process improvement, and education. Since joining Crossroads Group, Chris has made major contributions in a number of areas including project management, business development, IT cyber-security and infrastructure, and operations. Chris also serves as an in-house and external client-facing management consultant to help clients achieve measurable outcomes.
Lisa Marie Duesterheft
Director of Project ManagementChris earned an Executive MBA degree from The University of Texas at Arlington, where he graduated in the top of his class. Chris also has an undergraduate degree in mathematics and prior to joining The Crossroads Group had experience in program management, management, process improvement, and education. Since joining Crossroads Group, Chris has made major contributions in a number of areas including project management, business development, IT cyber-security and infrastructure, and operations. Chris also serves as an in-house and external client-facing management consultant to help clients achieve measurable outcomes.
Wendy Lu
Business Intelligence ManagerChris earned an Executive MBA degree from The University of Texas at Arlington, where he graduated in the top of his class. Chris also has an undergraduate degree in mathematics and prior to joining The Crossroads Group had experience in program management, management, process improvement, and education. Since joining Crossroads Group, Chris has made major contributions in a number of areas including project management, business development, IT cyber-security and infrastructure, and operations. Chris also serves as an in-house and external client-facing management consultant to help clients achieve measurable outcomes.
Sarah “Danni” Beatty
Project Manager/AnalystChris earned an Executive MBA degree from The University of Texas at Arlington, where he graduated in the top of his class. Chris also has an undergraduate degree in mathematics and prior to joining The Crossroads Group had experience in program management, management, process improvement, and education. Since joining Crossroads Group, Chris has made major contributions in a number of areas including project management, business development, IT cyber-security and infrastructure, and operations. Chris also serves as an in-house and external client-facing management consultant to help clients achieve measurable outcomes.
Breanna Thomson
Sr. Project Manager/Analyst and Compliance ManagerChris earned an Executive MBA degree from The University of Texas at Arlington, where he graduated in the top of his class. Chris also has an undergraduate degree in mathematics and prior to joining The Crossroads Group had experience in program management, management, process improvement, and education. Since joining Crossroads Group, Chris has made major contributions in a number of areas including project management, business development, IT cyber-security and infrastructure, and operations. Chris also serves as an in-house and external client-facing management consultant to help clients achieve measurable outcomes.
Breanna Thomson
Sr. Project Manager/Analyst and Compliance ManagerChris earned an Executive MBA degree from The University of Texas at Arlington, where he graduated in the top of his class. Chris also has an undergraduate degree in mathematics and prior to joining The Crossroads Group had experience in program management, management, process improvement, and education. Since joining Crossroads Group, Chris has made major contributions in a number of areas including project management, business development, IT cyber-security and infrastructure, and operations. Chris also serves as an in-house and external client-facing management consultant to help clients achieve measurable outcomes.
Katie Ward
Sr. Project Manager/AnalystChris earned an Executive MBA degree from The University of Texas at Arlington, where he graduated in the top of his class. Chris also has an undergraduate degree in mathematics and prior to joining The Crossroads Group had experience in program management, management, process improvement, and education. Since joining Crossroads Group, Chris has made major contributions in a number of areas including project management, business development, IT cyber-security and infrastructure, and operations. Chris also serves as an in-house and external client-facing management consultant to help clients achieve measurable outcomes.
Katie Musick
Project Manager Analyst Training & Onboarding ManagerChris earned an Executive MBA degree from The University of Texas at Arlington, where he graduated in the top of his class. Chris also has an undergraduate degree in mathematics and prior to joining The Crossroads Group had experience in program management, management, process improvement, and education. Since joining Crossroads Group, Chris has made major contributions in a number of areas including project management, business development, IT cyber-security and infrastructure, and operations. Chris also serves as an in-house and external client-facing management consultant to help clients achieve measurable outcomes.
Zachary Harper
Project Manager AnalystChris earned an Executive MBA degree from The University of Texas at Arlington, where he graduated in the top of his class. Chris also has an undergraduate degree in mathematics and prior to joining The Crossroads Group had experience in program management, management, process improvement, and education. Since joining Crossroads Group, Chris has made major contributions in a number of areas including project management, business development, IT cyber-security and infrastructure, and operations. Chris also serves as an in-house and external client-facing management consultant to help clients achieve measurable outcomes.
Andrew Grant
Innovation & Applications ManagerChris earned an Executive MBA degree from The University of Texas at Arlington, where he graduated in the top of his class. Chris also has an undergraduate degree in mathematics and prior to joining The Crossroads Group had experience in program management, management, process improvement, and education. Since joining Crossroads Group, Chris has made major contributions in a number of areas including project management, business development, IT cyber-security and infrastructure, and operations. Chris also serves as an in-house and external client-facing management consultant to help clients achieve measurable outcomes.
Experience the Difference
Completed Surveys Results
Most vendors frame projects in terms of attempted surveys, with no guarantees, only estimates. As simple as it sounds, completing representative surveys is foundational to high-quality reporting. Many vendors struggle in this area, choosing to impose a preferred methodology (e.g. text or QR codes) to a project or population which is not well-suited to the methodology and generates either biased responses or an insufficient number of surveys to be meaningful. We define each and every project in terms of completed survey deliverables up front, so that there are no surprises and each client is invoiced for what they receive rather than expended efforts which may or may not yield results.
Flexibility and Client-Centered Approach
We adapt to our client needs rather than the other way around, recognizing that each project has its own learning objectives and ideal sampling methodology. No vendor is better at flexing around client needs while ensuring that the projects aligns with the sampling approach, questionnaire content, and deliverables that are best suited for the project and the population sampled. Whether a patient survey, special population survey, or market research, our approach can be implemented with almost any industry or service line. Our staff is responsive and always available to serve our clients well, which is the reason we exist.
Best-Practice Actionable Reporting
Designed with extensive end-user involvement, our reporting platform is second-to-none. Our real-time interactive online dashboard is comprehensive and enables end-users to find exactly what is needed in terms of insights from patients. This includes trending for each question, benchmarking results and percentile ranking scores (for common core questions), sentiment analysis of robust narratives, ranking of sites, service lines, and providers, and much much more. Supplementing real-time dashboards are static reports (e.g. Site Reports) as well as our new Feedback Fusion platform, which enables managers to document the responses to service recovery eligible respondents and ensure that the right individuals are following up with patients.
Reputation Management and Social Media Reviews
Why pay more for reputation management services which can cost $3,000 – $5,000 or more per month or burden staff with QR code completion requests? Our reputation management service integrates seamlessly with our patient experience surveys, enabling respondents to quickly and easily complete a review of services immediately following a phone or electronically administered survey. This has been proven to be highly effective in elevating the number of reviews being completed by patients and providing review scores which are much more representative of the patient experience.