Customer Satisfaction

Goal-Oriented Improvement

Facility-Level

1) identify

Log in and then click on your My Data page to find your focus area. Here, you will see your “recommend to others” rating. Below that, you will see your focus area. The focus area is the key driver your location should focus on because it is correlated with how you score on your “recommend to others” question. By improving your focus area, you will have the best chance of achieving your targeted recommendation rate.

 

2) study

Once you know your Focus Area, it is important to learn what feedback your customers have provided on the topic.

In January and July, you receive your Semi-Annual reports, which show your scores for the last six months. These reports include comment summaries that allow you to easily see everything customers have said about your area of interest.

You will receive an email when the Semi-Annual reports are generated. You can also find the current and former reports on My.Pinnacle.

Response Report

The first few pages of this report show bar graphs. After the graphs, there is a comment section that relates to your focus area. (Please note that if your focus area doesn’t show up in this comment section, it is because no one provided comment regarding the topic.)

 
Response Report.JPG
 

Read through the comments several times, each time looking for a different thing. Write down what you have done well and suggestions on how you can improve. Note actionable items. Look for trends in what the comments have said.

Look over the information you have gathered on the key driver. Consider possible causes and seek to identify root problems.

EXAMPLE

In the example below, Pirle Stream Facility has received overall positive comments, which is great. These are the conclusions Pirle Stream gathered from the report.

RESPONSE TO PROBLEMS

3.5 / 5.0

“I thought they responded pretty well.”

4.0 / 5.0

“They did address any problems or concerns.

“I think they’re on top of things most of the time.”

5.0 / 5.0

Extremely well, I would say a five.”

“They were good for my mom.”

“There were no problems.”

“When my mom was dying, they were excellent.”

They took care of anything we asked them, and any problems were taken care of.”

“They always answered any questions I had.”

“They responded right away to any problems or concerns. I was very pleased with their response.”

“Anytime my mom had a question, they would come down and talk to her about it.”

Praise: We address problems, answer questions, resolve concerns, act proactively, and respond quickly. Here are some quotes: “Extremely well,” “no problems,” “excellent”, [it was] “taken care of,” [questions were] “always answered,” “very pleased,” “they would come...and talk to her.”

Suggestions for Improvement: “Pretty well” suggests we could have responded better than we did. We had some situations, implied in the phrase, “most of the time,” where we didn’t resolve problems.

Actionable Items: Did the person who left the 3.5-scored comment include their name in the survey? If so, let’s reach out to them to learn more about any negative situations that we can learn from. Same goes for the person who scored a 4.0 and said we are on top of things “most of the time.”

Trends: In reviewing known problems from the recent past, is there a certain type of problem we encounter more than others. Are we more likely to effectively resolve common problems? Are there certain types of problems we can identify are not getting adequately resolved?

Root Causes: Based on situations we can remember in the past several months, were we more likely to not respond well in certain situations? If so, what was happening that caused our response process to break down? Are there skills we could learn to help us respond better to problems? At the very root of response to problems is the fact that there was a problem to begin with. What can we do to reduce the number of problems we have?

READ THE 12-MONTH COMMENT SUMMARY

Once you’re done with the Response Report, begin reading the comments in the 12-month Comment Summary. This report is a collection of text responses that are sorted by date. They come from the three core open-ended questions included on most Pinnacle surveys: “Areas Appreciated,” “Recommended Improvements,” and “Valued Most.” Typically, this report highlights positive comments.

Look for things that have to do with your focus area. Again, highlight key words and phrases.

EMPLOYEE KUDOS: As you read the comments, keep track of any employees who are mentioned by name for positive reasons.

BEST PRACTICES

Review the Five (5) Drivers of Success Best Practices suggested for your focus area. Brainstorm ideas of how you can improve in your focus area. Read the quotes and suggestions from other clients who are best in class for the particular topic.

 

4) Prepare

Now that you have gathered data and researched your focus area, it is time to create a concrete plan. Remember to avoid superficial quick fixes. Instead, focus on underlying problems. Break down large items into smaller tasks. Set deadlines for completing tasks. Write down each action item, who it is assigned to, and the due date. Follow up to record the results.

 

5) Work As A Team

Once you’re ready to move forward with your goal, announce to your staff what your goal is and how you want to work on it. Involve your staff members in decisions and action plans. For instance, you may want to request feedback on the action plan.

Each time you meet with your staff, review your score and state your goal. When reports come in, discuss the comments and your progress toward your goal. Remember to celebrate your successes.

EMPLOYEE KUDOS: Recognize employees from step 3 during staff meetings.