Secret Shopper Surveys

The Crossroads Group is unique among vendor options with over 20 years of scalable phone survey experience using our advanced database-integrated proprietary platform towards phone-based phone secret shopper interviews.

Secret shopper calls are conducted in alignment with Centers for Medicare & Medicaid Services (CMS) requirements to evaluate appointment wait times and access to care. Using real-world scenarios, callers pose as new patients to assess appointment availability, acceptance of new patients, and overall access experience. The process also validates provider directory accuracy and evaluates after-hours access to ensure patients can reach appropriate care when needed. Comprehensive reporting supports regulatory compliance, network adequacy validation, and actionable improvements.

Key Features

CMS-Compliant Methodology

Secret shopper calls conducted in alignment with Centers for Medicare & Medicaid Services requirements for appointment wait time and access-to-care evaluation.

Real-World Access Testing

Callers pose as new patients to assess appointment availability, wait times, and acceptance of new patients—mirroring actual patient experiences.

Provider Directory Validation

Verify critical data points including phone number accuracy, provider activity, location details, and network participation.

Appointment Availability & Wait Time Analysis

Measure compliance with access standards by evaluating how quickly patients can secure appointments across key service lines.

After-Hours Access Evaluation

Custom surveys assess after-hours phone routing, messaging accuracy, and patient ability to reach appropriate care when offices are closed.

Actionable Reporting & Compliance Support

Detailed reporting supports regulatory submissions and internal improvement efforts, including CMS compliance monitoring and network adequacy validation.

Contact Us

Compare our process to your current survey process at no obligation.