The definitive benchmark of
digital maturity
in plastic surgery
in Broward County
50 practices. 6 dimensions. 120 points. Complete real data on digital presence, technology, content, reputation, DM response and phone responsiveness — the full market map.
Digital Maturity Index
in Plastic Surgery —
Broward County, FL
/ 120 points
"Digital Leader" level
vs. actual response
a call within 48hr
Investing in digital presence
without real conversion
"A state-of-the-art operating room — fully equipped with the latest technology — but with no staff available to operate."
— IMD-120 Study Discussion, Bello P. et al., Expansion Research 2026-
68% never returned a call within 48 hours
The most critical finding from real mystery shopping: no manual follow-up process, no automation, no callback. A patient who calls after hours simply doesn't exist for most practices.
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The phone: the biggest blind spot
50% of practices had no active phone system outside business hours. The patient calls — and no one answers or captures the lead. Only 2% had 24/7 phone AI.
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Unanswered messages = lost patients
24% of Instagram DMs received no reply in 72 hours. Only 12% followed up within 7 days. 88% of practices have zero lead nurturing.
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Automation: near-zero adoption
Only 2% have phone AI. 8% have basic DM autoresponders. The market is in pre-adoption phase — a clear first-mover opportunity.
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52% ignores Spanish-speaking patients
Broward County is 31% Hispanic. Yet over half of practices have no Spanish content, no bilingual staff, and no bilingual phone support.
The 6 dimensions of the IMD-120
A standardized instrument measuring both passive digital presence and real operational response capacity — with active mystery shopping across all 50 practices. All 6 dimensions reflect complete, real data.
What the market
doesn't know about itself
Measured data, not estimates. Real market behavior in Broward County, Q1 2026. Complete audit across all 6 dimensions.
D6: After-hours phone system — Real data
- 50% with no system — phone rings indefinitely or disconnects
- 30% with generic voicemail — no practice name or alternatives
- 18% with IVR + basic professional voicemail
- Only 2% (1 practice of 50) with 24/7 phone AI
- 68% never returned the call within 48 hours
- Only 8% mentioned the specific procedure when calling back
D5: Digital response via Instagram DM — Real data
- 22% responded in under 5 minutes (Tier A — optimal)
- 24% never responded in 72 hours — lead completely lost
- Only 2% showed AI + human integration
- 8% with basic autoresponder; 90% manual response only
- 30% offered an appointment in the first response
- Only 12% sent a follow-up at 7 days — 88% zero nurturing
Know your position
in the market
Data that lets you decide with real information, not intuition. The complete study includes all 6 dimensions — passive and active — with final real data.
Broward County — Q1 2026
- ✓Complete study PDF — 11 pages + tables, charts and figures
- ✓Results across all 6 IMD-120 dimensions with 27 subcriteria — all real data
- ✓Presence–response gap analysis (42pp) — D1 through D6
- ✓Complete D5 and D6 real mystery shopping data — no simulations
- ✓Geographic distribution: Ft. Lauderdale, Hollywood, Weston, Coral Springs and more
- ✓8-recommendation framework prioritized by impact and effort
- ✓Top 10 benchmarks for each of the 6 dimensions
- ✓Immediate digital access — complete final version
🔒 Secure payment via Stripe · Immediate access · No subscription
For your practice
- ✓Total IMD-120 score + all 6 dimensions breakdown vs. average and Top 10
- ✓Ranking across all 27 subcriteria (#X of 50 practices)
- ✓Comparative radar chart + city benchmarks (Ft. Lauderdale, Hollywood, Weston)
- ✓3 main strengths identified with evidence
- ✓5 priority improvement areas with personalized action plan
- ✓Free 30-minute consultation to review results with the team
- ✓4-page personalized report in professional format
Only available for practices evaluated in this study · Limited spots
Your practice vs. the market,
dimension by dimension
Illustrative example
The Individual Scorecard converts complete market data into a specific analysis for your practice — with exact ranking across each of the 27 subcriteria including your real D5 and D6 scores.
- 01
Your real score vs. the market
Visual comparison across all 6 dimensions against the average of 50 practices and Broward's Top 10.
- 02
Ranking across 27 subcriteria
Knowing your average is 61 is not enough. The Scorecard tells you where you rank #3 and where you rank #45 — including DM and phone response.
- 03
Prioritized action plan
5 improvement areas with the impact × effort framework so you act where it matters most first.
- 04
30-minute 1:1 consultation
Review results with the Expansion team to convert data into concrete operational decisions.
From data to action
The study identifies 8 concrete interventions organized by impact and complexity. Some require $0 and can be executed this week.
DM Autoresponder
90% of practices respond manually. An instant autoresponder retains 20–30% of leads that would otherwise be lost. Implementation: 15 minutes.
Professional Voicemail
30% have a generic voicemail. Include practice name, hours and web/SMS alternative. Cost: $0. Immediate impact on D6 score.
Spanish Content
52% without Spanish in a county that is 31% Hispanic. Translate services page and contact form. Direct capture of an ignored segment.
24/7 Website Chat
Chatbot average 1.02/4 — 28% with none. A basic chat captures leads outside business hours without requiring constant staff availability.
Callback Process
68% never returned the call. A simple process: review missed calls at 8 AM, return before 10 AM — eliminates the market's biggest lead leak.
Centralized CRM + Phone AI
The 42pp gap indicates channels in silos. Centralizing with 24/7 phone AI in EN/ES closes the market's greatest vulnerability. Only 2% have done it.
The market has data.
Do you have yours?
The complete study gives you the full market picture — all 6 dimensions, real data. The Individual Scorecard tells you exactly where your practice stands.