About Us

Who We Are

Since 2003, the mission of The Crossroads Group is simply to help organizations hear and respond the voice of the customer/stakeholder and report findings in manner which facilitates effective follow-up action at all levels (from senior leadership to front-line staff).

Initially specializing in healthcare (and now serving almost any industry), The Crossroads Group has designed and implemented hundreds of  client and employee survey projects over fifteen years. We currently administer over a hundred ongoing survey projects across the country and enjoy a client-retention rate of over 90% for patient and employee survey projects. This loyalty can only result from personalized service (we listen to our clients), a quality survey product at all levels (from questionnaire design to reporting), combined with a great value in terms of cost. We also adapt to the ever-changing needs of our clients.

The Crossroads Group also is experienced in providing services for pharmacies, specialty care centers (e.g. Nephrology), Emergency Rooms, and hospitals. The Crossroads Group also is experienced working with health plans and health plan surveys and has provided services in other industries such as education, residency programs, and banking and has implemented several custom surveys to assess special programs or grant-funded projects.

How Are We Different?

Just as important as what we do, is how we operate, according to core values which are unchanging and are fueled by a genuine desire to serve our clients.

Personalized Service

Healthcare Industry Experience

Actionable Reporting

Our Founder

Mark E. Robledo, MBA

Founder & President

Mark served as an organizational development and process improvement consultant around the country for five years prior to founding the The Crossroads Group in 2003.


His consulting background helped Mark recognize the need for more actionable client and employee survey feedback for managers and leaders and help lead to the development of unique measurement and reporting platforms for patient experience, employee engagement, and other survey applications and market research.  Mark is a frequent speaker for  primary care associations as well as the Commonwealth Purchasing Group on a range of topics related to patient and employee experience and also support client with strategic planning.  Mark also assumes a lead role in custom questionnaire design, scripting, and testing as well as special projects. In his spare time, Mark enjoys traveling with his wife and three daughters, working out, cycling, and mountain biking.

Our Survey Project Administration Team

Lance Rather

Director of Surveyor Operations

Lisa Marie Duesterheft

Director of Project Management

Wendy Lu

Sr. Project Manager/Analyst

Lezlie O’Bryant

Sr. Project Manager/Analyst

Flor E. Robledo

Director of Recruiting

Breanna Thomson

Project Manager/Analyst and Compliance Manager

Katie Ward

Project Manager/Analyst

Emily Zocchi

Project Manager/Analyst

Marshall MacNabb 

Business Intelligence Consultant

Katie Musick

Project Manager/Analyst and Manager of Onboarding

Catherine Lindley

Project Manager Analyst

Laina Anderson

Project Manager/Analyst

Jessica Ford 

Project Management and Analyst

Jackie Fink

Contracting Coordinator

Krislyn Bramwell 

Accounting and Benefits Manager

Chris Copeland

Consultant and Business Development Manager

Erika Rodriguez

Quality Assurance and Coaching

Nancy Echevarria

Quality Assurance and Coaching

Lucy Gonzalez

Quality Control and Questionnaire Standardization Support

Denise Agramonte

Lead Quality Control

Not Shown: a team of over fifty individuals dedicated to providing quality interviews of healthcare patients in five languages.

For more information, please do not hesitate to contact for a free no-obligation needs assessment and quote.