Yesterday I took my Nissan to the car dealership for an oil change. I usually avoid car dealerships for serving my care due to its exorbitant pricing. (The dealership wanted $50 to change a headlight bulb. Walmart charged me $10.) However I purchased a service contract for oil changes and routine tire rotations. When I got inside, I was told that my service contract was not in their computer system. After 20 minutes of insisting that I wasn’t crazy, they found the contract.
After the oil change and tire rotation, they gave me the paperwork and to the right hand side of the charge sheet it mentioned that I’d be receiving a customer satisfaction survey. On it, it said, “100%=pass, 95% = failure, 90% = failure.” The dealership measured success by 100%. Anything short of a customer’s total satisfaction was failure.
That is the attitude healthcare providers must view customer service. Hospitals and clinics should only be satisfied when the customer puts down a “top box” score. The top box score indicates patient loyalty. It indicates that the customer will come back and will refer friends to the service. Mediocre or passable service will not win new customers. 90% satisfied does not bring loyalty.
Aim for 100%. Too bad my car dealership did not get my 100%.
Reach My Patient is a Patient Communication Platform designed to improve patient loyalty and increase patient revenue through notifications and automated surveys. For more information go to:
www.reachmypatient.com or call 913-461-1812.