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 Client Satisfaction
 Also please see
Guidelines for Developing a Client Satisfaction Survey
HCET Tips
One of the most difficult issues in any survey is
response rate (i.e., getting people to complete the survey). We have identified a
3 things that you can do to improve this process:
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Click to download 2 posters in PDF format
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- Make your questionnaire colorful. In our pilot studies we increased response rate from 43% to 80.7% just by putting the questionnaire on pink paper and putting a colorful poster in the waiting room. We further increased the response rate to 84.7% by using the oversized colorful survey postcard below. In addition, the postcard yielded significantly more comments despite less room to write.
- Provide advance notice. Put posters in your waiting room to “announce” to clients that you will be requesting their feedback.
- Provide a private place for clients to complete their survey. A designated place that clients can sit to complete the survey should be available (this could be the examining room, a semi-private chair in the hallway). Experience suggests that if clients are simply asked to go back to the waiting room to fill out the survey and drop it off they do not complete it.
Stay tuned for the next update!
References
- Brennan, M. (1992). The effect of a monetary incentive on mail survey response rates: New data. Journal of the Market Research Society, 34, 173-177.
- Church, A. (1993). Estimating the effect of incentives on mail survey response rates: A meta-analysis. Public Opinion Quarterly, 57, 62-79.
- Yammarino, R., Skinner, S., and Childers, T. (1991). Understanding mail survey response behavior: A meta-analysis. Public Opinion Quarterly, 55, 613-639.
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in Word