Ningen Dock Customer Satisfaction Survey over Three Years at Uji-Takeda Health Check-up Center: Changes in Satisfaction Level and Analysis of Freely Given Opinions

Abstract

Objective: Based on a Ningen Dock customer satisfaction survey at Uji-Takeda Health Check-up Center during the period from 2012 to 2015 for all Ningen Dock customers, we investigated changes in satisfaction level and analyzed freely given opinions.
Methods: The level of satisfaction (i.e. excellent, good, poor and very poor) was investigated for each of 8 default question items. The opinions were classified into a content category and emotion category, and the relationship between two categories was studied.
Results: There were no changes in satisfaction level over 3 years in any of the 8 default items. Although the level of satisfaction regarding waiting times was still not very high in 2015 as they were long, an increase in the number of expressions of thanks and compliments concerning waiting time was noted in 2015.
Conclusion: In 2015, the improvement in evaluation of waiting time from the emotional aspect seems to be related to an increase in the number of staff nurses, giving our center many experienced staff, and further improvement in customer services due to our new leader nurse system.