time to dissatisfied customer farrokh alemi, ph.d. october 2006
TRANSCRIPT
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Time to Dissatisfied Customer
Farrokh Alemi, Ph.D.October 2006
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Wasteful Surveys
• Too much money spent on too many surveys• Too many patients asked to participate• Too much time taken
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Wasteful Surveys
• Too much money spent on too many surveys• Too many patients asked to participate• Too much time taken
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Two Stage Sampling
1. Sampled patients are asked one question2. Patients with extreme responses are asked
to give reasons
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First Question
• Were you satisfied with your care?• Delighted, exceeded my expectations• Satisfied• Not sure• Dissatisfied• Did not meet my minimum expectations
Asked from a random sample of patients
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One Question Survey
Less burden on the patientsImproved response rate
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Same Results with Less Data
Time to Dissatisfied Customers
0
1
2
3
4
1 2 3 4 5 6 7 8 9 10 11 12 13
Consecutive Visits
Num
ber o
f Pat
ient
s D
issa
tisfie
d
Upper Control Limit
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Same Results with Less Data
Time to Exceeding Expectations
0
1
2
3
4
1 2 3 4 5 6 7 8 9 10 11 12 13
Consecutive Visits
Num
ber o
f Pat
ient
s D
elig
hted Upper Control Limit
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Second Survey Provides Reasons for Dissatisfaction
Not only whether the process is changing but also why is it changing
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Second Survey
• Check who was involved?
Physicians Nurses Food and dietary X-ray and laboratory Other, please specify:
• Tell us what went wrong? What worked well?
Asked from only those whose expectations we have exceeded or whose minimum expectations we have
not met
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One Question Survey
Less cost to the organization
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Cost per 100 Responses
Number of people surveyed
First survey
Second survey
Response rate
Cost per 100
Responses
Traditional approach 100 0 30 5000
Proposed approach 100 5 85 441
$15 per survey
$3 per postcard
$15 per survey
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Take Home Lesson
Time to dissatisfied customer monitors if changes have led to improvement and saves time & money