Patient/Customer Feedback Programs
Measuring patient/customer loyalty and identifying sources of product and service improvements
Patients/customers are the best source of information about how an organization's products and services are perceived in the market place in relation to competitors. Understanding how patients/customers experience products and services provides the foundation of business growth. Continuous growth requires continuous measurement of the value that is delivered to patients/customers compared to competitors.
The best approach for patient/customer feedback programs includes:
- Systematic, annual (or more frequent) measurement of perceptions
- Quantitative measures to track changes in perceived value compared to competitors
- Linkage to continuous improvement process
- Linkage to strategic planning
Potential and lost patients/customers are a source of valuable information and provide the foundation of a systematic tracking of the value of an organizations' products and services. Systematic feedback programs have been shown to provide a positive and measurable return on investment. The quantifiable sources of the ROI include:
- Improvements in patient/customer satisfaction, loyalty and retention
- Increases in patient/customer referrals
- Increases in annual revenue and profit margins
- Identification of improvements in services and products that improve market share and competitive position
With IntelliQ Health's Patient/Customer Feedback Program, we help our clients identify a path to improvement and growth with a positive ROI. A positive ROI on a customer/patient feedback program requires:
- Asking the right questions
- Getting answers from a representative sample of patients/customers
- Analyzing and presenting the results clearly
- Interpreting the results into focused changes in products and services
- Implementing the organizational changes, process improvements and programs that will produce a positive ROI