Abstract
Objective: We conducted a customer survey by questionnaire and analyzed the results to determine areas for improvement.
Methods: In 2012, a customer satisfaction survey was conducted by questionnaire for all Ningen Dock examinees at Uji-Takeda Examination Center. Levels of satisfaction regarding 9 items were evaluated according to 4 grades: excellent, good, poor and bad. The surveys was performed once a month and all staff were informed of the results as well as any complaints.
Results: Twelve hundred thirty-one persons (91.0% of 1353 customers) provided responses to the questionnaire. Levels of satisfaction for almost all items was high, in particular attitude of staff, explanations by doctors and nurses and cleanliness of lavatories. Assessment of the customer satisfaction survey results resulted in a new procedure, “issue of brief medical referral letter containing information for the day of examination” to customers.
Conclusion: The customer satisfaction survey produced very important information for all staff.
