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).

Specializing in healthcare, The Crossroads Group has designed and implemented hundreds of 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 (in other words, 9 out of 10 organizations which start with us continue with us for repeat-administrations of their survey). 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 Robledo, M.B.A: Founder and President of The Crossroads Group, Mr. Robledo served as an organizational development and process improvement consultant for many years prior to founding the The Crossroads Group in 2003. Mr. Robledo has been invited to speak on topics ranging from service excellence, PCMH, and employee engagement and retention at numerous conference. Recognizing the need for actionable patient survey feedback, Mr. Robledo developed and implemented the Rapid-Response Patient Survey SM in 2005 for a health center in Seattle, WA and shortly thereafter implemented a system for measuring and reporting employee satisfaction and engagement. Mr. Robledo currently speaks at primary care conferences on topics related to patient and employee experience, provides consulting services, and continues to be actively engaged with clients. In his spare time, Mark enjoys spending time with his wife and three children, working out, cycling, and mountain biking.

Our Survey Project Administration Team

Lance Rather

Director of Surveyor Operations

Lisa Marie Duesterheft

Director of Analytics and Compliance

Wendy Lu

Sr. Project Manager/Analyst

Lezlie O’Bryant

Sr. Project Manager/Analyst

Flor E. Robledo

Director of Recruiting

Breanna Thomson

Project Manager/Analyst

Katie Ward

Project Manager/Analyst

Emily Zocchi

Project Manager/Analyst

Marshall MacNabb 

Business Intelligence Consultant

Katie Boyce

Project Manager/Analyst/Training Specialist

Lauren Tidman

Project Manager/Analyst/Electronic Survey Research Specialist

Chelsie Bell

Project Manager/Analyst/Behavioral Health Specialist

Jessica Ford 

Project Management and Analyst

Jackie Fink

Contracting Coordinator

Roberta Soria

Human Resources Administrator

Chris Copeland

Project Manager & Analyst

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.