Time to Dissatisfied Customer

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Time to Dissatisfied Customer

• Farrokh Alemi, Ph.D.
• October 2006

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Wasteful Surveys

• Too much money spent on too many surveys
• Too many patients asked to participate
• Too much time taken

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Wasteful Surveys

• Too much money spent on too many surveys
• Too many patients asked to participate
• Too much time taken

Time to Dissatisfied Customer
Saves Time
Saves Money
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Two Stage Sampling

1. Sampled patients are asked one question
2. Patients with extreme responses are asked to
   give reasons

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First Question

• Were you satisfied with your care?
• Delighted, exceeded my expectations
• Satisfied
• Not sure
• Dissatisfied
• Did not meet my minimum expectations

Asked from a random sample of patients
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One Question Survey

• Less burden on the patients
• Improved response rate

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Same Results with Less Data
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Same Results with Less Data
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Second Survey Provides Reasons for Dissatisfaction

• Not only whether the process is changing but also
  why is it changing

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Second Survey

• Check who was involved?
• Physicians
• Nurses
• Food and dietary
• X-ray and laboratory
• Other, please specify

• Tell us what went wrong? What worked well?

Asked from only those whose expectations we have
exceeded or whose minimum expectations we have
not met
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One Question Survey

• Less cost to the organization

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Cost per 100 Responses
Number of people surveyed Number of people surveyed
First survey Second survey Response rate Cost per 100 Responses
Traditional approach 100 0 30 5000
Proposed approach 100 5 85 441
15 per survey
3 per postcard
15 per survey
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Take Home Lesson

• Time to dissatisfied customer monitors if changes
  have led to improvement and saves time money