Slides
Employer Satisfaction Survey – Via Google Drive
Employer Satisfaction Survey– Via Dropbox
Video
Town Hall Overview:
If there’s one tool that’s often overlooked yet holds a massive amount of power in understanding customer satisfaction and expectations, it’s a well-structured survey. Surveys allow organizations to recognize gaps in their service, explore opportunities for improvement, and understand their customer’s specific needs or requirements. In a recent town hall discussion hosted by NAOHP (National Association of Occupational Health Professionals), Dr. Larry Earl convened with esteemed professionals such as Carla Brooks from Bellin Health, Randy Van Straten, NAOHP board president, and Barbara Crosan, keynote speaker at the NAOHP conference, to delve into the effective use of surveys in determining employer satisfaction.
Discussion Point: Purpose of Surveys and Key Considerations
The discussion began with an emphasis on the need for the appropriate questions in a survey. The questions should be reflective of the information the organization wishes to derive from its customers. It needs to consider the form of questions it uses, whether open-ended for comprehensive feedback or yes/no options for quick responses.
Specificity resonated through the conversation as a significant factor for achieving reliable results. Barbara advised avoiding vague phrases like ‘timely’ or ‘easy,’ replacing them instead with specific metrics, thus making feedback more actionable.
Carla Brooks threw light on the timing of the survey, suggesting aligning it with the company’s strategic planning process. Regular feedback, as opposed to yearly, would bring more constructive results and allow for more immediate action on feedback.
Discussion Point: The Power of the Net Promoter Score (NPS)
The panelists energetically discussed the Net Promoter Score (NPS), a tool that gauges customer loyalty through a simple question: “How likely are you to recommend our company to a friend or colleague?” With the NPS, companies can benchmark their scores against others, providing a valuable comparison tool.
The Use Case: Bellin Health’s Employer Satisfaction Survey
The discussion then transitioned to a review of a survey developed by Bellin Health to measure employer satisfaction. The Bellin Health survey, sent to both current clients and prospective ones, gauged satisfaction on key areas ranging from communication, flexibility, and willingness to innovate. The survey also collected data on areas of improvement and future actions to control healthcare expenses. They were also innovative in offering a surprise award to early respondents, thereby significantly boosting response rates.
Surveys, if correctly structured and effectively utilized, can be an excellent tool for capturing customer satisfaction and understanding areas for improvement. Key takeaway points include using specificity to ensure more actionable feedback, considering timing for maximum response, and utilizing tools like NPS to measure customer loyalty accurately. It’s essential to consistently gather feedback and take quick actions for noticeable improvements. Regularly communicating with customers and implementing their suggestions not only enhances the service/product offering but also fosters a relationship of trust and symbiosis between the service provider and the customer.
Additional Resources
2022 Bellin Health Voice of Employer Survey Questions – Via Google Drive
2022 Bellin Health Voice of Employer Survey Questions – Via Dropbox
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