Do you think your patients or clients are completely satisfied with your services? It’s impossible to judge unless you ask them directly.

Patient and client satisfaction surveys are excellent ways to gain information on how you and your practice are viewed by your customers. Once the data is reviewed, you’ll be able to improve performance and customer communication at the same time.

One word of warning – don’t bother doing a survey if you don’t have a plan to utilize the results. Make sure you only ask for feedback on items that you are willing and able to change. For example, don’t include a question on the convenience of your office location if you won’t consider a move.

Planning a Patient or Client Satisfaction Survey is Key

Careful planning of every step of a customer satisfaction survey is essential, starting right at the beginning:

• Survey questions. Keep your survey brief so as not to be overwhelming. Limit your questions to 10 or fewer, with no more than 2 or 3 open-ended questions. The rest should be simple ratings – a 5-point scale is enough. For ease of understanding, make your scale specific to each question. For example: “Rate your appointment wait time from 5 to 0 where 5 means ‘Very Short Wait Time’ and 0 means ‘Excessive Wait Time’.” Always include these questions:
  • What could we have done better? This open-ended question may bring up points you haven’t considered.
  • Would you recommend our practice to a friend or family member? This points to the customer’s overall trust with your practice.

• Test first. Run your survey by your staff, family and friends to check ease of understanding and usability.

• Distribution. Send your survey electronically to customers with email addresses and via paper to those who don’t. A hardcopy distribution is especially important if your patients or clients are elderly or don’t have reliable access to the internet. Consider handing the survey out at the end of appointments with a self-addressed, stamped envelope for ease of response.

• Frequency. Don’t overwhelm your customers with surveys – once a year is enough.

Getting Customer Feedback Can Fit Nicely with Your Marketing Strategy

Gaining client and patient perspectives will give you the satisfaction of knowing you’re providing the best services in the best possible way, and Blue Orchid Marketing’s system will market those services for you.

Blue Orchid Marketing offers custom-written marketing communications designed for your business needs. From Reputation Management to Google Ads, Social Media Marketing to E-Mail Marketing. Our team here at Blue Orchid Marketing can help you to focus on more than 69 local directories, provides weekly custom blogs and social media posts to ensure your practice is found organically across all search engines.

To learn more about our service, please call us today at 203-746-5901 or visit us online at Blue Orchid Marketing.com. We are here to help you build a stronger relationship with your clients, grow your business and provide you marketing solution customized to your business needs. Contact us today for more information on our services.