Is your practice providing excellent customer service to patients? The only way to answer this question accurately is to ask your patients. And the easiest way to do that is to ask patients to complete a brief, anonymous survey at the end of their appointment. In the new dental economy, customer service plays a major role in practice success, so getting accurate feedback about the service you provide can lead to significant growth.
Make your survey easy to take and easy to tabulate. Limit your survey to 10 questions that can be answered in a few minutes. Use simple questions and statements, and ask for yes/no, agree/disagree on a 1-to-5 scale, or multiple-choice responses. This will not only make it easier for patients to complete, but also easier for your staff to review and tabulate.
Don't make assumptions ... or take offense. Most practices are surprised -- and enlightened -- by what they learn from patient surveys. You'll probably discover that some of your perceptions and assumptions are wrong, and you may also see some negative feedback. These help create a more accurate picture of how you're doing -- and how you can improve.
Roger P. Levin, DDS, is the chairman and CEO of practice management consulting firm Levin Group.
The comments and observations expressed herein do not necessarily reflect the opinions of DrBicuspid.com, nor should they be construed as an endorsement or admonishment of any particular idea, vendor, or organization.
