A simple and valuable approach for measuring customer satisfaction
A simple and valuable approach for measuring customer satisfaction
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DOI：
10.1016/j.otohns.2005.03.060
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发表时间：
2005-08-01
影响因子：
3.4
通讯作者：
Kinney, WC
中科院分区：
文献类型：
--
作者：
Kinney, WC
目的：为了确定客户满意度差的财务影响和从使用1个问题的客户满意度调查中获得的信息的价值，在医疗setting.Study设计和设置：一个单一的问题的客户满意度调查，收集了来自客户提出的学术耳鼻咽喉头颈外科门诊诊所。整体响应率为25%，整体净推广得分为67.3%，最低净推广得分出现在周三和周五，整体净潜在推荐为872，不满意客户的潜在收入损失相当于230万美元。一个单一的问题，客户满意度调查可能有助于确定客户的不满，导致一个显着的收入损失来源的领域。意义：在今天的医疗保健环境中的竞争力量需要医疗实践来解决与客户满意度相关的问题。(C)2005年美国耳鼻咽喉头颈外科基金会All rights reserved.
Objective: To determine the financial impact of poor customer satisfaction and the value of information gained from using a 1-question customer-satisfaction survey in a medical setting.Study Design and Setting: A single-question customer-satisfaction survey was collected from customers presenting to an academic otolaryngology head and neck surgery outpatient clinic.Results: The overall response rate was 25%, overall net promoter score was 67.3%, lowest net promoter score occurred on Wednesday and Friday, overall net potential referrals were 872, and potential lost revenue from dissatisfied customers equaled $2.3 million.Conclusion: A single-question customer-satisfaction survey may help identify areas of customer dissatisfaction that lead to a significant source of lost revenue.Significance: The competitive forces in today's health care environment require medical practices to address issues related to customer satisfaction. (C) 2005 American Academy of Otolaryngology-Head and Neck Surgery Foundation, Inc. All rights reserved.