Customer Satisfaction Surveys: Health Care Services

The Marketing Difference (TMD) recently completed a Customer Satisfaction Survey for a major Philadelphia suburban health system. The purpose was to measure maternity patients’ satisfaction with a new maternity care program to determine if adjustments were required. We surveyed patient satisfaction in 5 important areas (i.e., medical care, hospital facility, hospital staff, maternity care model and overall satisfaction) as well as patient (“customer”) loyalty to the organization. The survey results were used to improve the health system’s maternity program.