|The most important factor in conducting a customer satisfaction survey is aggregating a “representative sample” from your target audience. To achieve this balanced sample of customer opinion, the survey must have adequate response rates. What follows is a list of steps you can take to ensure a healthy response rate to your customer surveys:
Survey Length – There is a correlation between the length of the survey and response rate. The shorter the survey the more likely you will have a higher response rate. It is always a challenge to balance the desire to get every last bit of information with the inconvenience of survey responder having to fill out so many questions. This is especially the case in highly-trafficked areas. For example, if you are capturing feedback after a customer’s visit or have a kiosk adjacent a queue line, the questionnaire should be quite short. On the other hand, if your customers are waiting for services, a longer survey may be appropriate.
|Placement – It is critical that a self-administered survey system such as an Opinionmeter kiosk or smartphone QR-code is placed where it will capture the attention of the customer. The Opinionmeter survey device should be located at the optimum point in the transaction/service flow – appropriately placed for when you wish to solicit the feedback. If you wish to capture feedback regarding the customer’s experience, then the device should be placed in the exit path or discharge area. If on the other hand you wish to gather pre-visit or data relating to the overall experience from repeat visitors, then you can take advantage of waiting time and place the device in the waiting area or queue line.
Signage – Prominent signage requesting customers to take a short survey can significantly help draw attention to the Opinionmeter device. Signage can also be used to effectively communicate the importance and use of the data being collected, along with any incentives being offered, if any.
Staff Involvement – The single most powerful driver of response rate is staff involvement. At the conclusion of the visit, if staff asks the customer to provide a “minute of their time to give us their feedback” – a high percentage of customers will do so. It’s also important that staff be educated about the survey so they do not feel intimidated by the data being collected (e.g. that they’re being judged negatively by the customer’s responses).
|Incentives – Opinionmeter devices have several optional incentive features. The “Winning Number” feature issues winning notifications to respondents according to a sequence number you select (e.g. with a sequence number of 50, every 50th respondent would be a winner). The “Winning Quiz” identifies winners based on how they respond to the survey – they must answer the survey quiz questions “correctly” to be a winner. These are optional features which can be fun and increase response rate when used in appropriate settings.Feedback resulting in Action – It’s critical, especially in environments where you have repeat customers, to inform the customer of the actions that have been or are being implemented based on customer feedback. This can be done through simple signage placed at the survey station, on the device, even on the introductory screen of the survey itself or through a company newsletter, website, etc. Customers need to know their feedback is not only being recorded, but that their feedback is resulting in actions being taken to implement change.|
How do you as an organization measure healthcare patient satisfaction ? Determining the best method for requires analysis of several important factors such as the healthcare delivery system, staff workflow process and the patient setting. Let’s call these “touch points” moving forward. In this article we will discuss several of the most common healthcare touch points and match them up with state of the art patient satisfaction survey technologies now available.
First we need to define the touch point environments. For example, are you measuring patient satisfaction in an outpatient or inpatient setting? Are healthcare providers capturing real-time bedside feedback while rounding, or do you want to gather feedback at the point-of-care from an outpatient clinic or an exit survey in your pharmacies? Each of these touch points call for unique patient satisfaction measurement tools.
Common Healthcare Touch Points:
• Inpatient Feedback: When gathering patient feedback within an inpatient setting, the healthcare provider will most likely want use a mobile survey device or mobile survey app on their own personal mobile device (phone, tablet, iPad, etc.). Popular use cases for inpatient feedback are for rounding (bedside patient feedback) and at discharge. There are a number of options here – from dedicated mobile survey devices to survey apps such as an iOS survey app that can run on an iPad, iPhone or iPod Touch. Whenever selecting a customer survey app, it’s important to make sure the app can run in online and offline modes. By online mode, we mean real-time which is critical for service recovery purposes (allowing healthcare provides to be notified in real-time when there is a service recovery issue); and offline mode meaning that when the device loses Internet connectivity that the survey app continues functioning regardless if Internet connection is lost, and most important that data is not lost but stored on the device until the Internet connection resumes.
• Outpatient Feedback: Within the outpatient setting, you have several available feedback options and perhaps a mixture of these solutions should be considered. Mobile survey devices can be a very efficient method of capturing spontaneous patient satisfaction feedback at the point-of-care within the exam room or while checking out with the staff at the front desk. Additionally, survey kiosks (which can be stand, wall or table mounted) can be used in the lobby area or near the exit. Advantages to the survey kiosk are that it requires no staff involvement and is a stand-alone solution. Often, a mixture of the two survey technologies is the best approach – combining survey kiosks with mobile survey devices. When using the survey kiosks or mobile survey devices, your survey can also capture the patient’s email address which then can be used as a follow up survey delivered by email. We refer to this approach as a mixed-mode survey approach.
• Real-time Point-of-Care Feedback: the “pain-point” we most commonly hear from healthcare providers is the delay in receiving actionable survey data. This is because there is often a significant delay from the time the patient provided the feedback to when the healthcare provider receives the survey data. This makes it difficult to be responsive to patient requests and impossible when it involves service recovery. The good news for healthcare provides is delayed survey data is no longer necessary.
With the current availability of sophisticated, cost-effective survey technologies, healthcare providers are now able to implement more effective and cost effective patient satisfaction feedback programs.
Check out Opinionmeter’s Patient Satisfaction Survey Software
Over 20 years ago, Opinionmeter introduced the first patient satisfaction surveys using onsite kiosks within the healthcare space. When we introduced these stand alone survey kiosks at hospitals and out-patient facilities our focus was to automate the capture of “point-of-care” healthcare satisfaction. Our product focus at that time was exclusively stand-alone survey kiosks that were placed within out-patient clinics and hospitals to capture spontaneous point-of-care feedback.
Opinionmeter’s ongoing commitment to simplifying and automating patient feedback has led us through quite a journey over the past two decades.
Jumping ahead to the present day, we still supply survey kiosks, but instead of it being limited to a proprietary system, our survey solutions are now device independent. Our survey software has evolved into a cross-platform, mixed-mode approach allowing healthcare management to author patient satisfaction surveys once and distribute it anywhere – as an online, mobile-web, smartphone, tablet or a kiosk survey solution.
Our clients are using Opinionmeter’s device independent technology to render their satisfaction surveys on the iPad, iPhone, tablets, online or at a survey kiosk, Our patient satisfaction surveys are now found in the following applications:
- Rounding – Nurses and Physicians use the iPad or Android survey app to conduct their rounds and rounding surveys at the patient’s bedside.
- Service recovery – within the in-patient setting, real-time survey technology enables care givers to be notified instantly in real-time when there is a service issue. Opinionmeter’s SurveyManager also has a case management module enabling staff to track the service recovery resolution process within the same Opinionmeter reporting too.
- Outpatient – Tablets and Survey Kiosks are still being used to collect real-time patient feedback in outpatient clinics or even within the exam room itself.
- Inpatient – the use of smartphone and tablet survey apps, enable caregivers to easily conduct bedside surveys that are database driven and HIPPA compliant.
- Employee Training– using the quiz feature, the survey app is a perfect fit for employee training
The next wave of healthcare survey software involves moving the survey app from the healthcare facility’s devices to the patient’s own smartphone or tablet device. Opinionmeter’s new smartphone apps have allowed us to expand our domestic clientele list as well as our global licensee network. Opinionmeter is looking forward to a great 2013 as we continue our journey.
Opinionmeter International has entered the Latin America market research arena with the addition of Global Movie Services based in Mexico City to its worldwide licensee Network.
Beginning January of 2013, Global Movie Services will be introducing Opinionmeter’s TouchPoint customer satisfaction feedback system to the Latin American market.
The overall marketing strategy is in the hands of CEO, Jose Garcia, who has been working in the internet industry for 12 years. “We’re really looking forward to working with Jose and his team to introduce Opinionmeter survey solutions to the Latin American market.” said Morgan Strickland, CEO of Opinionmeter International.
Opinionmeter’s survey software enables companies to improve business performance by capturing real-time, on-demand customer satisfaction feedback at the customer’s point-of-experience. All Opinionmeter products are web-enabled and managed remotely, in real-time, through the hosted SurveyManager application.
Opinionmeter’s technology is built on an “author once – distribute anywhere” model allowing the same survey to render and collect data from mobile, web, stand-alone kiosks and offline survey devices. Opinionmeter’s latest generation mobile survey software was engineered from the ground up to be cross-platform capable. Having a single code-base that can run on multiple platforms provides Opinionmeter with enormous agility and ensures that the native survey apps can run on any device, anywhere in the world. “Our goal is to provide our customers with survey technology that captures spontaneous customer satisfaction feedback at their customer’s point-of-experience with the product or service” says Morgan Strickland, CEO of Opinionmeter International.
Opinionmeter’s TouchPoint feedback management platform is helping organizations of all sizes to gather real-time point-of-service marketing research using customer surveys. Opinionmeter’s survey solutions are widely used in a variety of industries, including healthcare, retail, hospitality, financial services, the public sector and higher education.
GMS Video has more than 10 years in the multimedia market. GMS provides AAA clients with top tier specialization in digital communications to assist with search improvements and results. Some of the GMS products include digital signage and interactive displays. More information about Global Movie Services is available at:
At Opinionmeter, we’ve been monitoring the development of HTML 5.0 for some time now, with an eye to how it may augment online survey technology and mobile-web surveys in particular. We’ve invested a good deal in our TouchPoint mobile survey apps because our customers require a fast and robust, feature-rich app that requires controlling a mobile device’s GPS, speed-in-time (accelerometer), camera, microphone, etc. These features require accessing the native API’s that control the device’s camera, microphone, accelerometer, etc. that require a native survey app to control. This is a major difference between mobile-web and native survey apps. Mobile-web is an online survey running in a browser and cannot control the mobile device’s operating system or gain access to its API’s required to control the richer features mentioned above.
Another major difference between a mobile-web survey and a native survey app is the offline survey capabilities a native survey app provides. Will HTML 5.0 change this? From our research, the answer is yes and no! HTML 5 will allow 5 to 10MB of local offline storage, which will allow for some offline capabilities but given one 10 second video would exceed this storage limit, multi-media recording is pretty much off the table. From our calculations, HTML 5 will allow approximately 50-100 surveys (without any media). There is some discussion around the possibility of the user being able to have some control over the local storage limits, but this is still somewhat vague. We also have read in some articles where the user will be prompted when local storage has been exceeded, allowing the user to extend storage limits… this may be promising but most likely will be different from browser to browser. Not to get to complex here, but there are also several different methods of how to store data locally. The following link points to an excellent article on this subject: http://www.html5rocks.com/en/tutorials/offline/storage/
It’s not a question of mobile web or mobile app – rather, it’s a question of application. At Opinionmeter we believe each have unique advantages. I don’t think mobile-web will ever replace the robust, feature-rich capabilities of native mobile survey apps, nor will a survey app be the ubiquitous solution for mobile surveys for consumers which need to be accessible at the point-of-purchase without having to first download an app. Each solution has its strengths and weaknesses!