To determine customer satisfaction/dissatisfaction, the Mercy Health System (MHS), a US health care system and winner of the 2007 Malcolm Baldrige National Quality Award (Healthcare Sector), conducted tailored customer satisfaction surveys on all core service areas. The Customer Relations Department (CRD) modified survey tools to provide answers to new questions as needs arise. The primary methods used to monitor satisfaction /dissatisfaction in key communities included market research studies a...

BPIR Categories

1.1.1 Customer performance/satisfaction measurement
1.1.5 Conduct customer surveys

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