Quick Start for Customer Satisfaction
Be ready to use my.pinnacle in just a few minutes.
We know provided a good experience to your customers is important to you, but it can be very difficult to know how to focus your efforts. Pinnacle Quality Insight solves this by conducting phone surveys with seniors and their family members and then compiling the insights into our my.pinnacle software. We provide a quick snapshot of your satisfaction scores and then point out the quickest ways to raise your score.
What is a customer satisfaction score?
It’s the percentage of 4s and 5s you received from customers, based on the question, “Please rate how likely you would be to recommend [FACILITY] to someone else.”
Focus area
We make it easy to see where you can make the greatest impact in your scores. We aggregate your data into an easy-to-read graphic and put it right on the my.pinnacle homepage. By improving care in this area, you have the greatest chance of raising your customer satisfaction score.
Use your focus area as a quick gauge of how a location is doing. (If you want more details, including transcripts of surveys, go to the reports page.)
Comment alerts
Occasionally, respondents provide comments that we flag as needing urgent attention. These comments may include mentions amount medication, safety, litigation, state complaints, discharge because of satisfaction, and risk management issues.
Because of the volatile state of these types of comments, we report them to you immediately as comment alerts.
Use the discussion board
My.Pinnacle has a discussion page for every report, which you can use to communicate directly with others who have been granted access to the report. You can tag users and add tasks. For example, “@Jane Doe and @John Doe, I need you two to follow up with Mary. Her laundry is missing. Thanks!”
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.
Evaluate feedback using these 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?
Monthly checklist
We recommend following this checklist when responding to surveys; they are listed from highest priority to lowest:
- Respond immediately to issues raised in comment alerts (meds, safety, litigation, state complaints, discharge because of satisfaction, risk management issues).
- Contact respondents who have asked for follow up and let them know how you’ll be addressing their concerns.
- Recognize or reward, in front of the entire team, any staff members who are positively mentioned in a survey. This helps reinforce a culture focused on customer service.
- Thank each respondent who elected to provide their name for their input and tell them how their input has or will help the your organization. Taking the time to do this lets the respondent know that you are paying attention to their needs, which sends a powerful message about how seriously you take customer satisfaction.