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A simple and valuable approach for measuring customer satisfaction.

William C Kinney1

  • 1Department of Otolaryngology-Head and Neck Surgery, University of Missouri-Columbia, MO 65212, USA. kinneyw@health.missouri.edu

Otolaryngology--Head and Neck Surgery : Official Journal of American Academy of Otolaryngology-Head and Neck Surgery
|August 10, 2005
PubMed
Summary

A simple customer satisfaction survey in a medical clinic revealed significant lost revenue due to patient dissatisfaction. Addressing patient concerns is crucial for financial health in healthcare.

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Area of Science:

  • Healthcare Management
  • Patient Experience Research
  • Health Economics

Background:

  • Healthcare competition necessitates a focus on patient satisfaction.
  • Understanding the financial implications of patient dissatisfaction is vital for medical practices.

Purpose of the Study:

  • To quantify the financial impact of poor customer satisfaction in a medical setting.
  • To assess the value of a single-question customer satisfaction survey.

Main Methods:

  • A single-question customer satisfaction survey was administered.
  • Data was collected from patients at an academic otolaryngology outpatient clinic.

Main Results:

  • The study achieved a 25% response rate with a Net Promoter Score of 67.3%.

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  • Lowest scores were observed on Wednesdays and Fridays.
  • Potential lost revenue from dissatisfied patients was estimated at $2.3 million.

    • Conclusions:

    • A single-question survey can identify dissatisfaction drivers and potential revenue loss.
    • Addressing patient satisfaction is essential for financial viability in competitive healthcare markets.