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.
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