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.
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.
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.
Director of Surveyor Operations
Director of Project Management
Sr. Project Manager/Analyst
Sr. Project Manager/Analyst
Director of Recruiting
Project Manager/Analyst
Project Manager/Analyst
Project Manager/Analyst
Business Intelligence Consultant
Project Manager/Analyst/Training Specialist
Project Manager/Analyst/Electronic Survey Research Specialist
Project Manager/Analyst/Behavioral Health Specialist
Project Management and Analyst
Contracting Coordinator
Human Resources Administrator
Project Manager & Analyst
Quality Assurance and Coaching
Quality Assurance and Coaching
Quality Control and Questionnaire Standardization Support
Lead Quality Control
Not Shown: a team of over fifty individuals dedicated to providing quality interviews of healthcare patients in five languages.