Industry Leading Service Supporting Healthcare
At Daniels Health, we pride ourselves on providing industry-leading customer service for disposal of any medical waste. Even throughout the pandemic we delivered 99% of our pickups in full and on time, meaning you can always count on us to reliably handle your needs.
Service reliability and excellence
As a business, we are passionate about redefining clinical and service excellence in healthcare waste management. Daniels completes regular NPS surveys with our customer base to get an overall view of the satisfaction of our service as well as continual customer touchpoints to ensure all service aspects are being met and no issues remain outstanding. These wellness checks touch every aspect of our customer relationship including staff support, service, quality, billing and stock availability. Daniels Health utilizes Salesforce.com across our business to log all customer issues, installations and orders, track and resolve, and escalate if required to ensure resolution and satisfaction for all issues.
Cohesive Customer Ownership
Each of our 12 business units across the United States operate as a fully functional division responsible for service excellence, quality, customer satisfaction and KPI results. Our Field Service Managers, Operations Manager and Account Managers connect every week to work through any changes or challenges within the state, and our “no-silo” approach ensures that the team owns every customer solution and is accountable to results. Across every department and function, we together carry the responsibility of our customers’ satisfaction and success.
98.75% Successful Deliveries
DIFOT is a key performance indicator that examines product/service delivery from the customer’s point of view. At Daniels, we measure a successful delivery (DIFOT) as a service that is not only on time, but has the right amount and type of containers (unless otherwise pre-agreed with the customer) and no complaint has been made, i.e. 100% of the service is as expected. Across the United States, our DIFOT score is 98.75%, meaning out of every 100 Services, we achieve 98.75% of services on time and with complete delivery of products.
Industry-Best NPS Scores
We conduct a national NPS pulse to all of our customers every 4 months to understand any shortfalls in our business that need immediate attention; circulated to representatives from all departments that work directly with Daniels (billing, EVS, clinical etc), we utilize our NPS results to understand how each business unit is performing against key service and quality metrics, as well as garnering feedback needed to drive corrective action at a customer or business unit level. Our most recent survey was conducted in April 2021 and across a national average, our NPS score was 60.3 (a minimum 20 points above industry average and comparable with top performing brands in other industries such as Apple which sits at 47).
We Put Our Customers First.
With our owner and visionary founder Dan Daniels still leading our team at Daniels Health, we are as passionate about Healthcare Safety and Service Excellence as the day the business was established in Dan’s home garage. We understand the critical role we play in ensuring patient excellence and clinician safety, to this end, across our organization, we drive the highest standards of proactive communication, service reliability, and customer responsiveness.
“Daniels delivers the best service…”
We switched to Daniels from Stericycle last year. The quality of service is better than previous suppliers, and the containers are safer for the staff to use. It’s nice to have a rep that we can communicate with and get timely help from; a lot of companies don’t have reps that will come on site and work through issues. As far as we’ve seen in the industry, Daniels is the best service at the most affordable price.
Jennifer Chura, Purchasing / CPD Supervisor
Midtown Surgery Center

“A Team that cares”
Our Daniels service tech has consistently provided me with outstanding customer service to something that probably doesn’t offer too many opportunities for Daniels to really shine as a company. I’ve been with the FH long enough that I am quite familiar with SteriCycle as a company and they were never as involved with customers as Daniels has been for me. It is nice to see a team that still cares about their customers’ success.
Vinny Venturelli
Florida Hospital Nicholson Center

“So Customer Service Driven…”
We are so pleased with both our regular and fill in driver for St Joe’s Brighton; both are so pleasant and customer service oriented. You should be proud to have two very awesome employee’s working for your company. The girls in the office also deserve a pat on the back! Everyone is so nice and customer service driven. Go Team and keep up the GREAT JOB and all you do for your customers!
Linda Hospital
St. Joseph Mercy

“Always friendly…”
I find Daniels service simple and easy to use. The OPS team is very personable and professional along with being very well trained, and I really like the customer service team simply because they are always reachable and always return my call within a reasonable amount of time. My questions are answered in a timely fashion and they are always friendly.
Javier Cruz, (Director of EVS)
Blythedale Hospital

Unparalleled Service
Daniels Health prides itself on its Customer Excellence with commitment and accomplishment that achieves:
- 98.75% DIFOT score: for every 100 Services, we achieve 98.75 complete and on-time
- 60.3% NPS score attesting to quality, consistency and reliability of service
- 100% service accountability from every role right up to our Senior Leadership
- 100% issue resolution with tracked escalation to ensure no matter is unresolved

Let’s Talk!
Your time is valuable, and we don’t want to play hard to get. You can either phone us directly on the details listed on our contact page, or feel free to fill out this short form and one of our team members will get back to you as quickly as possible.