Acting on the voice of the customer

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 act on the voice of the customer by developing the value-added services that nursing homes really needed.