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Tips of the Trade - Giving and Acting upon a Customer Service Survey

Posted Jul 02 2009 6:31pm

A while ago, I shared that our logistics team would be giving their first customer service survey ever. The group has been in existence about 10 years, however this was the first survey. I'd like to share some wisdom gained from the process to others who will be giving the survey.

We went with a small focused survey using survey monkey as the distribution tool. Our questions were as follows:

  1. Calls to the Logistics Team are answered in a timely manner.

  2. Calls to the Logistics Team are answered by staff who demonstrates the knowledge needed to address my concerns.

  3. You know who to contact for ordering computer and cellular equipment.

  4. You are kept informed and aware of your equipments ordering and installation status.

  5. The logistics team fosters open and positive communications with Customers.

  6. You feel that you can openly and positively discuss concerns with Logistics.

  7. Are you satisfied with the service you received.

  8. Please list 3 items which could improve our service.

  9. If you would like us to contact you, please share your name.

The survey population was top 10 frequent customers, some directors, managers, administrative assistants; outsource vendor partner's local management, and IT team leads - 83 respondents in total. All in all we did very good, our participation level was 28% which in survey terms means the population was very interested in the outcome. It is a blessing to have fully engaged customers.

A key point of advice is to give the survey and look at the results with the intent to identify a problem. It is good to review the results with the team, and look for suggestions to possible issues. My team reviewed the results, and assumed accountability for improving one key suggestion - our follow-up communications. We are also looking for advice from our quality management department through a process improvement team(PIT) to help resolve our order to installation turnaround time. This PIT team will not only be IT and Quality, but we will collaborate with marketing and some customer volunteers. These areas in need of improvement will be identified as performance goals for the team and myself. With hard work and collaboration, within a year we will have improvement service and new ideas to kick the service up another notch as we climb the Healthcare IT credibility curve!

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