In the United States, healthcare is a $3.5 trillion a year market and employs 1 in 8 Americans. For a market with huge impact and under tremendous scrutiny, you would expect medical organizations to take an interested, data-driven approach to measuring the patient experience (PX).
In other words, you would expect their patient surveys to be relevant, well-written, and to the point.
You would also expect doctor’s offices, clinics, and hospitals to use multiple methods to gather a full range of insights about the quality of the patient experience.
From what I observe, when it comes to measuring the patient experience, good survey design is rare. And using mixed methods to uncover insights is rarer still.
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Catch Martha Brooke next week at the 2019 CCW Vegas Conference where you can book time with her at the Brilliance Clinic, join her Advanced Customer Feedback session, and take part in 3 Roundtables Martha is leading with Medallia’s Rachel Lane.
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In the last decade I’ve seen and run a lot of Customer Listening programs. Here’s the one thing I know for sure: good Customer Listening always meets the same 5 standards. Meeting these standards achieves dependable, high-insight data. Failing to meet these standards often steers companies off course.
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On April 24th, catch Customer Experience Speaker, Martha Brooke at the CX Analytics Summit held at the Porsche Experience Center in L.A.. Hosted by Interaction Metrics’ partner CallMiner, Martha will lead the workshop “Practical Ways to Improve Your Customer Listening”.
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April 2019: Catch customer experience speaker, Martha Brooke at 2 national conferences: Operations Summit in Columbus, OH and the Smart Customer Service track of CRM Evolution in Washington, DC. Both conferences focus on the latest technologies and strategies driving the customer experience.The first day of Operations Summit, on April 9, in a Master Class Workshop Martha will discuss customer experience measurement and how to get your survey out of a rut. She’ll be co-presenting with Taten Soltis of Modcloth and Angie Stocklin of One Click.The following day, on April 10, in “Preparing Agents Who Rock at Resolution” she’ll present strategies and tips on how to improve the customer service and customer support resolution. In addition, she’ll moderate a panel on how to improve customer service in omni channel environments.
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For years, Gallup Research has reported on the impact of employee engagement on profits.Meanwhile, they’ve also reported on the dismal state of employee engagement; employees simply don’t care about their work as much as employers would hope. For instance, in 2013, Gallup Research found that more-engaged employees have 21% higher productivity, 37% less absenteeism, and 41% fewer quality defects. With these numbers, it’s clear that engagement matters and that employers should want to find out how their employees are feeling about their jobs. In fact, they seem to want to find out because we’ve seen a surge in employee surveys over the past few years.
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I like taking customer surveys and do so nearly every time I have useful feedback to share. Perhaps it’s because I’m in the survey business. Or perhaps it’s because I like to feel “heard” as a customer.Either way, I’m a sucker for a survey.I usually buy my groceries at Whole Foods or Safeway. After some recent shopping experiences, I wanted to provide feedback. Serendipitously, my receipts from both stores asked the same question: “How was your shopping experience?” And they both provided URLs for my feedback, so I logged in.
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The Drives & Motion Division of Yaskawa America, Inc. has been recognized for its customer experience excellence with the prestigious Interaction Metrics Gold Award.To achieve the Gold Award, nearly 100 aspects of Yaskawa were analyzed using statistically-valid samples derived from customer feedback surveys sent to End-Users, Distributors, OEMs, and Yaskawa employees.The customer experience metric used to evaluate Yaskawa’s success is QCI™ Score (Quality of Customer Interaction).
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Listening to your customers is smart—as long as you ask thoughtful questions that elicit useful insights. Unfortunately, when it comes to customer surveys, too many companies go through the motions, conducting customer surveys just to say they did it. That’s a big, BIG blunder. To avoid this, customer experience teams need to establish clear goals and put on their research hats. This means tackling customer experience with a research mindset.
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Is your survey too long? Here are four solutions for how to shorten your survey and avoid survey fatigue with your customers.
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