How can I improve my customer satisfaction score?

1. Identify

First, identify which actions you’ll take based on the feedback you’ve received. Read your reports, gather opinions from staff, evaluate the feedback, and then categorize it so that you can then make an effective plan.

A. Have each relevant team member read the entire report

Using the discussion portal, tag staff members to ask for input from department heads about negative feedback or questions that have come up in the survey.

If you stay consistent with this practice, department heads will start to respond to questions or concerns without being prompted. That is an excellent sign that your team is adopting a culture focused on customer satisfaction.

Check the delivery details on the discussion page in My.Pinnacle to make sure your department heads are reading the customer interviews.

B. Evaluate feedback.

Feedback can come in many forms and from individuals who may be calm or hostile. Some comments may be valid and others simply may not. However, in most cases, feedback is given because the respondent desires your success.

While looking through feedback, ask yourself the following questions:

Is the feedback a fact or an opinion?
Is the criticism accurate?
Is this something that can help me become better?
What was the respondent’s intent for sharing this criticism?

C. Identify and label.

Praise: When you’ve addressed problems, answered questions, resolved concerns, acted proactively, and responded quickly.

Suggestions for Improvement: Phrases like “pretty well” or “most of the time” suggest there is room for improvement

Employee Kudos: Employees who are mentioned by name with positive comments.

Keeping your focus area in mind, review the comments you’ve flagged and then label with the following:

Trends: Situations you encounter more often than others,

Actionable Items: The feedback that requires a timely response to people who included their names, both to thank them for their feedback and to learn from any negative situations. Plan to let the respondent know what you did. If you can’t quickly solve the problem, tell them what you are doing to correct it.

Root Causes: Which situations are you more likely to miss or not respond well to; what was happening that caused the response process to break down; what can you do proactively to reduce the number of problems that come up.

2. Plan

Now that you have gathered data and researched which comments apply to your focus area, it is time to create a concrete plan. Remember to avoid superficial quick fixes. Instead, focus on underlying problems.

STEPS

Using the feedback you’ve identified from the reports:

Brainstorm actions to take that will improve your focus area.
Choose one or two ideas.
Break down large items into smaller tasks.
Set deadlines for completing tasks.
Write down the due date and the assigned person for each action item.
Follow up to see the results.

Keep in mind

These seven points encapsulate the most effective tools that any senior care provider can implement to improve the experience of each and every recipient in their care. As you’re making a plan to improve your scores, look for places to implement these concepts.

1) TREAT EVERYONE AS IMPORTANT

Resident interaction with staff members has the largest impact on customer satisfaction. When treated as important, clients are more likely to forgive shortcomings. The best way to deal with negative feedback is to listen. This rule is integral to all seven tips.

2) EXPLAIN TO THE FOURTH

Usually, it is not enough to explain things once, especially in senior care. To ensure adequate communication we need to explain “to the fourth,” which means explaining:

what we are going to do
what we are doing
what we did
what to expect

3) EXCEED EXPECTATIONS

Achieving good customer satisfaction means going beyond just delivering what is expected. Being good is not good enough. To have a loyal customer base it is critical to wow them with great service.

4) LOSE WAIT

A common complaint from those receiving care is excessive waiting. Having to wait creates a high level of frustration and sends a message that the individual is not important. Sometimes waiting is unavoidable. Communicate about the wait, so that the experience becomes much less frustrating.

5) MAKE LEMONADE FROM LEMONS

Sometimes negative things happen. The way you react to those problems can define your company. Embracing negative feedback can be a great way to build trust with your customers. Customers do not expect perfection, but they do want you to acknowledge fault and to take steps to correct it from happening again.

6) BRAG RIGHT

Celebrate successes internally, but don’t focus on bragging externally. Focus on improving the customer experience and your customers will do the bragging for you.

7) INVEST IN EMPLOYEES

This may be the most important of all the categories. Our data show that satisfied employees are the key to having loyal customers. This point is not about spending more money on your employees but about treating employees with importance. We developed Retain to address this efficiently and effectively, and we invite you to check it out if you don’t already use it.

3. Execute, Review, and Refine

WORK AS A TEAM

Announce to your staff what your goal is and how you want to work on it. You may want to request feedback on the action plan. Regularly review scores and progress on goals you’ve set and share your successes and roadblocks with your team.

TIPS FOR SUCCESS:

Look for unintended consequences of your efforts.

If problems persist, develop an more extensive and long term plan.

Plan additional steps needed to resolve outstanding issues.

Keep simple notes about projects for future reference.

Create calendar reminders to follow up on any changes or actions to make sure they are still running smoothly or to make adjustments.

Recognize employees during staff meetings.

WORK TOWARD EXCELLENCE

Improving should never be about gaining recognition from others. Instead, it should come from the desire to provide the care you would want to receive. Utilizing the information in your reports by following this guide will steer you towards excellence.