900 Award achieved by less than 3% of participating organizations.

Watertown Regional Medical Center (WRMC or Watertown Regional) has been recognized by Reputation, a global leader in reputation experience management, with its prestigious 900 Award.

One of the highest reputational management achievements attainable, Reputation’s 900 Award highlights those organizations that put customer experience at the very core of their strategy and are driven by the voice of the customer to succeed.

Locations that win the 900 Award consistently collect, understand, and apply any and all feedback so that they can make data-driven decisions to ensure that the customer – or in Watertown Regional’s case, primarily the patient – will have the best possible experience.

“Receiving the 900 Award puts us in distinguished company, but more importantly, it reinforces the value of listening closely to our patients,” said Richard Keddington, CEO of Watertown Regional Medical Center. “This achievement highlights our team’s dedication to improving outcomes, elevating experiences, and ensuring every patient feels heard and supported.”

To determine 900 Award honorees, Reputation pulls a list of the Reputation Scores for every business location on the Reputation platform. Those honored have achieved a score of 900 or higher due to their focus on high customer satisfaction throughout the past year.

The reputation score is calculated on a 1,000-point scale, where 1,000 is the highest possible rating on the scale, and 100 is the lowest. A score of 900 is achieved by less than 3% of participating organizations.

For 2025, WRMC tallied a score of 926, a significant increase over its 2022 score of 518, which reflects the hospital’s concerted efforts over the past three years to improve patient experiences, encourage reviews, and proactively engage with reviewers. Three of the hospital’s service lines were recognized as 800 Award winners – Watertown Regional Medical Center - Center for Eye Care; Watertown Regional Medical Center - Center for Women's Health; and Watertown Regional Medical Center - General Surgery Clinic.

"Exceptional customer experience doesn't happen by accident – it’s a choice. Watertown Regional has shown a relentless commitment to its reputation, placing it among an elite group of leaders who prioritize the customer voice above all else. They aren't just hitting targets; they're building lasting relationships," said Kristi Melani, Chief Marketing Officer at Reputation.

The Reputation Score is a proprietary tool that measures review sentiment, volume, spread, recency, response, and length, along with brand reach and health, social engagement, business listing accuracy, and search impressions. Reputation collects reviews from a myriad of sites, including Google and Facebook, as well as healthcare-specific platforms such as Healthgrades and WebMD.