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.

FREE 2 hour consultation!

Contact us today to arrange your free 2 hour consultation with a partner and discuss any aspect of your research activities and plans. Simply fill out our easy contact form…

bupa
.