Customer satisfaction tracking in the occupational health business

 

Client: Bupa

 

 

Objectives:

• To meet requirements of ISO and CQC accreditation
• To demonstrate that Bupa is meeting client needs
• To provide diagnostic insight to inform service development and improvement
• To provide material to support marketing activity to existing and potential clients

Methodology:

• Data collection in Bupa centres through tablet and hard copy questionnaires
• Centre staff encourage customers to complete questionnaire after each visit
• A total of 121 reports per annum produced, providing on a quarterly and monthly basis an all-centre overview, individual centre reports, client reports and clinician satisfaction reports.

Findings:

• The findings demonstrate an exceptionally high level of satisfaction among client employees with regard the service received from Bupa
• Some centres have an outstanding record of delivering top quality service, while others are in need of improving certain elements of service delivery.

Recommendations:

• The better performing centres inform the centres performing less well to raise overall standards
• Satisfaction results to give new centre managers’ the ability to see at an instant where their centre performs well and less well.
• With such high scores generally from service delivery this is an excellent message to send to potential new clients.