Customer Satisfaction Survey

An alternative health services organization had been operating for one year and wanted to assess the opinions of its clients on the quality of its services. In addition, the marketing director was interested in surveying clients about a forthcoming marketing campaign. The consultants met with the founder, several of the practitioners and the marketing director to develop an internet-based anonymous survey that could be administered to past and current clients. The results from the survey were analyzed in terms of the type of service or services delivered, frequency of visits and client demographics. Recommendations were presented to the management team to help them adjust their services, brochures, websites and target markets to help continue their growth.