ServiceTrac
ServiceTrac is a Phoenix-based healthcare satisfaction research firm that administers CAHPS, CoreQ, and expectation-based surveys for senior living operators, hospice agencies, and physician practices via a proprietary web-based reporting and multi-modal survey deployment platform.
- Company typePrivate
- Founded1997
- HeadquartersScottsdale, United States
- Headcount11–50
- GTM typeB2B
- OfferingServices
What ServiceTrac does
ServiceTrac is a Phoenix-based healthcare satisfaction research firm founded circa 1997 that specializes in administering CAHPS surveys (Hospice, Nursing Home, Clinical Group, Emergency Room, In-Center Hemodialysis, Home Health Care), CoreQ surveys, and expectation-based satisfaction surveys for senior living operators, hospice agencies, physician practices, and other healthcare providers. The company has conducted more than 3.2 million surveys over 27 years and operates as a wholly-owned subsidiary of PracticeMax following its 2013 acquisition, while maintaining a distinct brand identity and direct enterprise sales motion targeting large operators such as Holiday Retirement (300+ communities, 30,000+ daily residents), Genesis HealthCare, Spectrum Retirement, and Front Porch.
The company's core technology is a proprietary web-based platform delivered through multiple branded products: Survey Admin (web-based reporting with industry benchmarking and PDF export), Trac Insights (multi-modal survey deployment via paper, phone, email, kiosk, tablet, text, online), MaxIntel and MaxInsights (business intelligence and data visualization with dynamic filtering), LIVE Connections (real-time performance improvement linking training, compliance, accountability, and results), and MyOpinionCounts (response rate optimization). The platform is differentiated by being the only vendor offering detailed CoreQ analysis reporting for assisted living and by an integrated suite that combines satisfaction research, business intelligence, marketing/patient engagement, compliance, and online reputation management in a single offering. A handheld ICD-10 coding tool (MaxMobile) extends the platform into adjacent revenue cycle workflows inherited from the parent PracticeMax.
ServiceTrac generates revenue through subscription-based satisfaction research services, business intelligence platform access, and professional services including marketing/customer engagement campaigns and compliance consulting. The go-to-market is sales-led and enterprise-focused, with quote-based pricing (no public tiers), direct phone outreach (855-629-4854), website contact forms, and a content marketing engine (ServiceTrac Headlines blog and newsletter) supplemented by thought leadership such as the State of Senior Living Leader Survey conducted with Senior Housing Forum. Customer segments are organized vertically, with senior living operators (Independent Living, Assisted Living, Memory Care, Skilled Nursing, Short-Term Rehab, CCRC) as the primary segment, and hospice/palliative care, physician practices, ACOs/Medical Homes/IDNs, Regional Extension Centers, and school districts as secondary segments.
ServiceTrac firmographics
Firmographics- Name
- ServiceTrac
- Legal name
- ServiceTrac
- Website
- https://servicetrac.com
- Company type
- Private
- Founded year
- 1997
- Operating status
- Operating
- Headcount range
- 11–50 employees
- Short description
- ServiceTrac is a Phoenix-based healthcare satisfaction research firm that administers CAHPS, CoreQ, and expectation-based surveys for senior living operators, hospice agencies, and physician practices via a proprietary web-based reporting and multi-modal survey deployment platform.
- Ownership category
- akta.pro rank
ServiceTrac industry classification
Industry- Product category
- Healthcare Satisfaction Research
- NAICS
- Marketing Research and Public Opinion Polling (541910), Social Assistance (624)
- SIC
- Services-Misc Health & Allied Services, Nec (8090), Services-Health Services (8000)
- akta.pro primary industry
- Care Navigation, Referral & Digital Front Door Platforms (HLALABAH)
Keywords
Where ServiceTrac is headquartered
LocationHeadquarters
- HQ city
- Scottsdale
- HQ country
- United States
- HQ region
- North America
Offices1 record
Markets served
ServiceTrac business model
Business model- GTM type
- B2B
- Offering type
- Services
- Cost components
- Personnel, Technology or R&D, Operations, Marketing or Sales, Infrastructure
Revenue model
- Satisfaction Research Services: Comprehensive satisfaction survey services for healthcare providers including CAHPS surveys (Hospice, Nursing Home, Clinical Group, Emergency Room, In-Center Hemodialysis, Home Health Care), expectation surveys, resident/family surveys, and employee engagement surveys. Delivered via multiple modalities (paper, phone, email, kiosk, tablet, text). Revenue generated through survey administration fees, reporting platform access, and consulting services.
- Business Intelligence and Reporting: Web-based reporting and analytics platform (Survey Admin, MaxIntel, TracIntel) providing business intelligence dashboards, KPI monitoring, and data visualization. Includes benchmarking against industry standards.
- Marketing and Patient Engagement: Marketing services including customer engagement campaigns, communication strategies, referral programs, website development, SEO, and social media services to help healthcare providers increase occupancy and referrals.
- Compliance Services: HIPAA compliance, regulatory compliance, security risk assessments, coding and chart audits, practice development for ASC, IDTF, CORF and Telemedicine. Led by Chief Compliance Officer at PracticeMax.
Pricing tiers
| Model | Billing | Price |
|---|---|---|
| Subscription | Annual | Custom enterprise pricing based on organization size and survey volume |
Go-to-market motion1 record
Distribution channels1 record
Marketing channels6 records
ServiceTrac product offering
Product offeringCore offering
ServiceTrac provides web-based satisfaction research, CAHPS-compliant survey administration, and business intelligence reporting for healthcare organizations, with deep specialization in senior living, hospice, palliative care, and post-acute providers. Its core deliverable combines proprietary survey instruments, multi-modal survey deployment (phone, mail, web, mobile, tablet, kiosk), and a hosted BI platform that benchmarks results against national, regional, corporate, and PointRight norms.
Product overview
ServiceTrac is a healthcare satisfaction research and survey company offering a unified suite of tools for measuring and improving customer satisfaction across healthcare settings. The core platform consists of Survey Admin (reporting), Trac Insights (survey deployment), and MaxIntel/MaxInsights (business intelligence), complemented by specialized survey products including CAHPS surveys (Hospice, CG-CAHPS, Nursing Home), CoreQ surveys, and Expectation Surveys. Additional modules include the Five-Star Rating Program and Online Reputation Improvement Program for online presence management, along with MaxMobile for ICD-10 coding support and LIVE Connections for performance tracking. The company also provides Marketing/Customer Engagement services and Compliance Services as part of its integrated healthcare management solutions.
Differentiator
Problem solved
Functional benefit
Brands
- Survey Admin: Easy to use reporting platform for survey results and business intelligence.
- Trac Insights
- TracIntel
- MaxIntel
- MaxInsights
- MaxMobile
- MyCodingTools
- LIVE Connections
- Max360
- MyOpinionCounts
Products and services
- Survey Admin
Quantifiable outcome
- 31% average increase in satisfaction scores for clients in first year
- +3 more outcomes
Companies that use ServiceTrac
Customer profileNamed customers5 records
Segments6 records
Ideal customer profiles6 records
ServiceTrac technology and API
TechnologyTechnology focussed Yes
API detail
- Has API
- No
- API docs
- API detail
Core technology
AI maturity
App detail
Feature7 records
ServiceTrac partnerships and signals
Strategic signalPartnerships
One partnership is on record.
- Senior Housing ForumcoreServiceTrac partnered with Senior Housing Forum to conduct the State of Senior Living Leader Survey, gathering comprehensive insights about senior living industry administrators, employees and stakeholder perceptions. Survey reached 500 respondents over 4 weeks using Gallup-style methodology. First survey results published on Senior Housing Forum website, establishing ServiceTrac as thought leader in senior living satisfaction research.
Scale indicators5 records
Recent moves6 records
Expansion highlights4 records
ServiceTrac competitors and assessment
Company assessmentDirect peers
- Press Ganey: Press Ganey is the largest U.S. healthcare experience measurement and CAHPS survey vendor, directly competing with ServiceTrac in patient/resident satisfaction research across hospitals, post-acute, and senior living settings.
- Avatar Solutions: Avatar Solutions is a healthcare CAHPS and employee engagement survey vendor serving hospitals, health systems, and post-acute providers — comparable to ServiceTrac's CAHPS-Hospice and senior living survey products.
- NRC Health: NRC Health is a leading healthcare experience measurement firm offering CAHPS surveys, patient/resident experience benchmarking, and reputation management — directly overlapping ServiceTrac's satisfaction research and online reputation solutions.
- Professional Research Consultants: PRC is a CAHPS-certified healthcare survey vendor offering patient satisfaction research and benchmarking tools for hospitals, nursing homes, and physician practices — a direct competitor to ServiceTrac's CAHPS portfolio.
- Holleran: Holleran is a research and consulting firm specializing in satisfaction and engagement surveys for senior living, community health, and nonprofit sectors — closely overlapping ServiceTrac's senior living research focus.
Broad incumbents
- Studer Group (Huron): Studer Group, now part of Huron, is a broader healthcare performance improvement firm with overlapping patient/senior living experience measurement capabilities as part of a larger advisory portfolio.
Emerging players
- Patient Engagement Lab: A specialized patient engagement research and consulting firm working with health systems and post-acute providers, addressing similar use cases to ServiceTrac's patient engagement and reputation programs.
- Strategic Healthcare Solutions: A boutique healthcare survey firm offering CAHPS administration and patient/resident satisfaction research for hospitals and post-acute providers — a smaller, regionally concentrated peer to ServiceTrac.
- Riverside Research: An emerging healthcare and senior care research firm offering satisfaction measurement and benchmarking — partially overlapping ServiceTrac's senior living research capabilities.
Others
- Cedaron Medical: Cedaron provides CAHPS-related outcome measurement tools in rehabilitation and post-acute care — adjacent to ServiceTrac's CAHPS measurement work, with partial technology overlap.
Market position
Strengths5 records
Weaknesses5 records
Competitive moat4 records
Key risks6 records
Key highlights7 records
Customer concentration
ServiceTrac social profiles
Digital presenceServiceTrac compliance and trust
Trust signalCompliance1 record
ServiceTrac financial estimates
Financial estimateRevenue estimate
Valuation estimate
ServiceTrac leadership team
Management profileNumber of profiles
Profiles1 record
ServiceTrac funding detail
Funding detailFunding overview
Funding rounds
Investors
Funding detail is available on the Subscription and Enterprise plan.Contact sales →
ServiceTrac M&A and investment
M&A and investmentM&A
Investments
M&A and investment is available on the Subscription and Enterprise plan.Contact sales →
Frequently asked questions about ServiceTrac
What does ServiceTrac do?
ServiceTrac provides web-based satisfaction research, CAHPS-compliant survey administration, and business intelligence reporting for healthcare organizations, with deep specialization in senior living, hospice, palliative care, and post-acute providers. Its core deliverable combines proprietary survey instruments, multi-modal survey deployment (phone, mail, web, mobile, tablet, kiosk), and a hosted BI platform that benchmarks results against national, regional, corporate, and PointRight norms.
Is ServiceTrac a public or private company?
ServiceTrac is a private company. It is classified as corporate owned and is currently operating.
When was ServiceTrac founded?
ServiceTrac was founded in 1997. It employs 11 to 50 people.
Where is ServiceTrac based?
ServiceTrac is headquartered in Scottsdale, United States, in the North America region.
How does ServiceTrac make money?
Four revenue lines are on record. Satisfaction Research Services are the primary driver. The others are business Intelligence and Reporting, marketing and Patient Engagement and compliance Services.
Who are ServiceTrac's main competitors?
Direct peers on record are Press Ganey, Avatar Solutions, NRC Health, Professional Research Consultants and Holleran. Studer Group (Huron) is listed as a broad incumbent. Emerging players are Patient Engagement Lab, Strategic Healthcare Solutions and Riverside Research. Cedaron Medical is listed as an others.
Does ServiceTrac have an API?
No public API is recorded for ServiceTrac.
What industry is ServiceTrac in?
ServiceTrac's product category is Healthcare Satisfaction Research. Its primary akta.pro industry code is HLALABAH, Care Navigation, Referral & Digital Front Door Platforms. Its NAICS code is 541910 and its SIC code is 8090.