NPS Archives | Interaction Metrics

List of the 20 MOST Common Survey Flaws

Martha Brooke - September 17, 2019

This morning, my rep texted me from the shop where my car is serviced: “You'll receive a survey from us. It would mean a lot to me if you completed it. We hope you recommend us.” I get what he wants, but this is NOT how to do a survey. Essentially, my rep is pushing for the answers he wants his higher ups to see. But that’s not scientific data collection. It’s public relations or marketing. Either way, it’s what we call Gaming and it’s the second flaw on the list below. KEEP READING >

Want to Improve the Patient Experience? Stop Sending Bad Surveys

Martha Brooke - July 23, 2019

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. KEEP READING >