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Kaiser Permanente is one of America's leading health care organizations with over 8.7 million members. By replacing mail-out surveys with electronic surveys at the point-of-care, Kaiser was able to effectively gather data and make changes in organizational structure to better address customer care.

Using traditional mail-out surveys, department managers needed to wait up to 6 months before receiving patient feedback data. The six-month-old data from member patient satisfaction surveys wasn't useful-it was drawn from 8 million members from many different facilities.

The data was nearly useless because so much could change in six months. By having customers take electronic surveys, Kaiser managers now have immediate access to feedback from their patients about their just completed visit.

Managers can customize their survey questions, insuring relevant information and timely data. Additionally, online surveys are used as a tool to survey staff, insuring anonymity.

"When I saw the point-of-care survey demonstrated, it occurred to me that I could get rich data at the point of service, as opposed to data that is mailed out to people a long time after their interaction with hospital staff," said John Maio of the Radiology Department.

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The surveys are a positive tool to help reinforce positive behavior and motivate change... With online surveys we can set and achieve our customer service goals. With the online surveys, I can get information and try to act on it immediately."

It's clear that online surveys saved Kaiser Permanente time and money, and that mailing out surveys was not useful because the results took too long to come back.

There's plenty to learn from Kaiser's example: fast results and analysis are key to improving your business and customer satisfaction and online surveys are the best way to instantly measure these factors.

Other hospitals will certainly follow suit in order to assure that their service teams are better able to understand what visitors need and want from health care providers.


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