To gather the voice of the customer, the Mercy Health System (MHS), a US health care system and winner of the 2007 Malcolm Baldrige National Quality Award (Healthcare Sector), used a variety of methods, including Patient/Customer Surveys, MHS Service Recovery Programme, Market Research (including research studies, focus groups, secret shopper audits, and win/loss analyses), Retention/Referral Analyses, Customer Service Centres, Competitor Intelligence, Vice President Lunches/Rounds/Forums, Physi...

BPIR Categories

1.1.4 Conduct customer interviews/focus groups
1.1.5 Conduct customer surveys
1.1.6 Analyse customer data
1.1.7 Review customer listening & learning methods
1.3.2 Determine & provide customer contact mechanisms

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