|
 
Satisfaction
Surveys
Customer surveys are now an established
method used by successful companies to
measure customer satisfaction, loyalty and
retention. This research, carried out by an
experienced PatientExcel team, can reap
major rewards both now and in the future for
your practice.
Despite the agreed importance of conducting
surveys into retention and loyalty, many
practices do not know what their current
satisfaction and loyalty rates are, far less
undertake surveys to monitor progress, and
then target specific actions for their
improvement.
Customer Loyalty Measurements
1. Using customer satisfaction surveys and
other methods we measure the loyalty rate as
it stands now, before the process of
improvement starts. We also establish the
different loyalty rates of various customer
types, e.g. NHS and Private, different age
groups or customers/patients for different
types of services or products. Our surveys
can also determine drivers within the loyal
groups to create satisfaction targets to
drive loyalty.
2. We also measure the cost of customer
disloyalty to your practice, again for the
various customer types. When we use these
two measures together, we can then provide
you with a valuable predictor of the return
that each percentage point of improvement in
customer loyalty will make to your
profitability. These measures establish the
base line for improvements over time,
allowing meaningful targets to be set and
business reviews to be conducted.
Satisfaction
Surveys Services
Project
Management
Research Design
Methodologies
Quantitative Data Capture
Data
Analysis & Reporting
Training & Development Needs
Analysis |
