Efforts to Improve Customer Satisfaction Based on Opinions Solicited through Survey

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  • お客様の声を活かした顧客満足度向上の取り組み
  • オキャクサマ ノ コエ オ イカシタ コキャク マンゾクド コウジョウ ノ トリクミ

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Abstract

Objective: The Japanese Red Cross Society Kumamoto Health Center has made efforts to provide better service based on customers' comments collected through the use of opinion boxes since March 2003. The number of comments praising our medical services was decreasing, while the number of complaints and suggestions remained about the same. We adopted an organized approach to analyzing the data we obtained and report on our approach to satisfying our customers needs and the success achieved. Study material: 1,537 opinions received from customers who visited our center for a general check-up from April 2009 to September 2010 were used as the material for our study. <br>Method: We obtained customers' comments through the use of written questionnaires, by verbal communication, e-mail, telephone and letters and then categorized them in a database, following the Method of Ishikawa. et al. We shared the resulting data with staff in each section using Groupware so that they could respond to customers' needs promptly.<br>Results: 58.9% of the comments concerned medical services and 41.1% other issues; 20.4% were complaints, 25.3% suggestions, and 54.3% were positive feedback. Using the database and Groupware, the results could be easily shared with all workers and improvements swiftly discussed, enabling us to respond appropriately to customers' comments.<br>Conclusions: The direct involvement of management staff in the program allowed standards to be set for specific responses in each case. Our efforts made feedback to customers smoother and raised staff awareness of customer needs at the same time.

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