Customer satisfaction benchmarking

After a pharmacy management company merged with another national pharmacy provider, TMP Direct was retained to determine customer satisfaction levels at the nursing homes they served.  The program had several goals:

• To provide a post-merger benchmark of customer satisfaction
• To provide feedback on products and services
• To uncover customer problems
• And to determine what additional services or programs these nursing home facilities desired

To achieve these goals, TMP Direct executed a three-step research effort targeting nursing home directors.  First came a pre-call direct mailing that introduced and explained the importance of the survey.  It was followed by the telephone survey, which was followed by a post-call thank-you letter and gift to participants.

56% of the facility directors made themselves available for the survey.  Collected data provided invaluable measures.  And qualitative data gathered by the outbound researchers helped the newly merged company develop the value-added services that nursing homes really needed.