The values of a survey
Whether you are a hospital, clinic, medical product supplier or a doctor, your medical business needs to ask the question what is my client's experience when they use my service or product?
Understanding how you are perceived through the eyes of your client and whether you are performing in the delivery of your service or product can be very revealing. It helps you to appreciate and better articulate the good elements of your service and improve on your shortfalls.
Surveys are a cost efficient and very effective way to gather useful data. When you implement a survey, make sure the data is being collected as part of your customer detail capture or part of the billing process. Don't leave the survey to be completed at your customer's leisure or as an afterthought. Make it a part of your process to ensure that you are capturing a sufficient amount of information – this will make sure your data capture is accurate and not skewed by a limited sample.
Tips for developing a survey
- Keep it brief. Limit the survey to a maximum of 10 questions
- Keep it simple. Wherever possible, give a tick box for multiple choice options
- Ask questions about what you believe are your strengths
- Ask questions about what you believe are your weaknesses
- Ask how you can improve your service
- Ask how they heard about your service
- Make sure you thank them for taking the time to complete the survey and that you value their input.
The data collected from surveys can be very powerful and can be used to improve your business and overall satisfaction as well as help your ongoing marketing strategies and communications be more relevant.