CAHPS®

7 Ways To Improve Customer Satisfaction

 

As a leader in customer satisfaction, providers often ask us for one or two best practices that will improve their customer satisfaction. These inquiries led us to conduct an in-depth study of our data gathered from conducting one million surveys over the last 20 years. From this research, we found seven behaviors common to the highest performers.

These seven points encapsulate the most effective tools that any senior care provider can implement to improve the experience of each and every recipient in their care.

 
 
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1 — TREAT EVERYONE WITH IMPORTANCE

Patient interaction with employees has the largest impact on customer satisfaction. When treated with importance, patients are more likely to forgive shortcomings. This rule is integral to all seven tips.

 
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2 — EXPLAIN TO THE FOURTH

Usually it is not enough to explain things one time, especially in senior care. To ensure adequate communication we need to explain what we are going to do, explain what we are doing, explain what we did and explain what to expect once the care provider has left.

 
Expectations Ruler

3 — EXCEED EXPECTATIONS

To thrive in today’s economy, we have to go beyond just delivering what is expected. Being good is not good enough. To have a loyal customer base it is critical to WOW them with great service.

 
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4 — LOSE WAIT

A common complaint from those receiving care is excessive waiting. Having to wait creates a high level of frustration and sends a message that the individual is not important. Sometimes waiting is unavoidable, but if communicated properly, the experience becomes much less frustrating.

 
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5 — MAKE LEMONADE FROM LEMONS

Sometimes negative things happen. The way you react to those problems can define your company. Embracing negative feedback can be a great way to build trust with your patients. While they do not expect perfection, patients do want you to acknowledge fault and to take steps to correct it from happening again.

 
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6 — BRAG RIGHT

Celebrate successes internally, but don’t focus on bragging externally. Focus on improving the customer experience and your patients will do the bragging for you.

 
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7 — INVEST IN EMPLOYEES

This may be the most important of all the categories. Our national studies have shown that satisfied employees are the critical piece to having loyal customers. This point is not about spending more money on your employees but about treating employees with importance.