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Customer satisfaction report july

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Customer satisfaction report july Customer satisfaction report july Presentation Transcript

  • CUSTOMER SATISFACTION REPORT (July 2010)
    --A Comparative Analysis
    Asian Institute of Medical Sciences
    Faridabad(Haryana)
    INDIA
  • Customer Satisfaction
  • Department Analysis
  • O.P.D
    Sample Size = 280
  • LAB SERVICESSAMPLE SIZE=219
  • CASUALTY SERVICES
  • OVERALL CASUALTY PERFORMANCE
  • I.C.U
  • OVERALL I.C.U PERFORMANCE
  • WARD/ROOMS
  • Kitchen Services
    Sample size= 322
    Sample size= 320
  • DISCHARGE SERVICESSample size=293
  • OVERALL STAY Sample size=326
  • RecommendationSAMPLE SIZE=250
  • Comparative Analysis
  • Doctor Casualty
  • Taste Food
  • Hygiene Food
  • Services Food
  • Services that had negative impact on Recommendation& Satisfaction level
  • Services that have shown Improvement
  • COMPLAINTS
    Discharge procedure too long.
    Gatekeeper creates problem when relatives come to meet the patient.
    Doctors’ visit charges are too high.
    Computer networks slow, customers have to wait for long at the counter.
    Food services need to be improved .
    Billing system is too slow.
    Improvement should be there in lift services.”Have to go 10 times a day by stairs to the 6th floor.
    No choices for food items.Food not good in taste.
    Some persons at Billing department rude.
  • COMMENTS
    “All is well”
    “Nurses are very sweet.”
    “May it flourish day & night and relieve the pain,both mental& physical,of all the people coming to this excellent hospital.”
    “Nursing staff more than excellent.Really appreciable.”
    “Staff is very courteous & helpful.”
  • SUGGESTIONS
  • CONCLUSION
    This research,based on the data collected for 2 months, explains the factors that deeply affect the satisfaction level of customers.
    It is clearly proved that a small change in any of the factors lead to appreciable alteration in the recommendation level.
    Factors that are contributing to growth rate of the organisation = Doctors,nurses,Staff(esp. I.C.U),Maintainance.
    Some growth limiting Factors= Discharge services, Taste of Food.