Help with assignment 3rd part

Becoming a Better Practitioner II

Diana Carter

University of South Carolina

Practice Setting and Role:

WellPartners provide a complete range of Vision care, free comprehensive eye care, vision exams, prescriptions, eyeglasses, dilation, glaucoma screening, refraction, retinal photography and visual field ex. My role as an intern is to administer the initial assessment and assist with the procedures of services rendered with the patients, from vision exams to the actual customer satisfaction survey.

Client System Description:

Our Adult non-profit clinic provides free eye care to residents of Fairfield, Lexington and Richland counties, 18 years or older with South Carolina driver’s license or ID, low income (≤ 200% of poverty level) and no vision insurance.

Customer Satisfaction As a practitioner my focus is on the effects produced on the people we serve. For instance, the result of a training program might be the number of graduates who get a job and keep it for a particular period. Seeing the outcome is a way to create avenues for excellent customer service. Measuring outcomes requires a bigger commitment of time and resources, while impacts are what we hopes for, positive outcomes are what we work for.

A viable measurement tools/approaches to assess your goal.

Customer Satisfaction (CSAT)

CSAT measures customer satisfaction with a specific experience. A single question typically determines: How would you rate your overall satisfaction with the service you received?

Description of measure - CSAT score is the sum of respondents that answered somewhat or very satisfied. The higher the number the higher your customer satisfaction will be. The CSAT would you rate patients experience with using 5 unit scales consisting of Very unsatisfied / unsatisfied / Neutral / Satisfied / Very satisfied. CSAT reflects content validity: This is related to our ability to create questions that reflect the issues we are researching and make sure that key related subjects are not excluded. Reliability is reflected with CSAT concerned with the consistency of our measurement, that’s the degree to which the questions used in a survey elicit the same type of information each time they are used under the same conditions.

Who? The clinical director or the intern will administer the survey/tool.

What? CSAT stands for Customer Satisfaction. The metric measures how a customer feels about a specific service. 

Where? The survey will be administered in the private waiting area in Clinic

When? The survey/tool will be administered at the end of services rendered/termination. (2weeks process)

Reference

Braunsberger, K., & Gates, R. (2009). Developing inventories for satisfaction and Likert scales in a service environment. Journal of Services Marketing, 23(4), 219-225.

Burbock, B. (2014). Prospect Theory and SERVQUAL. Management (18544223), 9(2), 155-168.

Patrick Asubonteng, Karl J. McCleary, John E. Swan, (1996) "SERVQUAL revisited: a critical review of service quality", Journal of Services Marketing, Vol. 10 Issue: 6, pp.62-81.

Zaki, M. (2017). 'Customer satisfaction scores cover all manner of sins'. Marketing Week (Online Edition), 2.

APPENDIX

Appendix A- Generated (CSAT) Scale

In thinking about your most recent experience with WellPartners Eye Health, how was the quality of customer service you received?    Superior    Very Satisfactory    About Average    Somewhat Unsatisfactory    Very Poor
The process for getting your concerns resolved was:    Very Unsatisfactory    Somewhat Unsatisfactory    About Average    Somewhat Satisfactory    Very Satisfactory
Now please think about the features and benefits of the Eye glasses. How satisfied are you with the Eye glasses frame:    Very Unsatisfactory    Somewhat Unsatisfactory    About Average    Somewhat Satisfactory    Very Satisfactory
If you are not satisfied with the product, will you please describe why.   I am very satisfied!
Customer Service Representative The following questions pertain to the customer service representative you spoke with most recently. Please indicate whether you agree or disagree with the following statements Strongly Agree Agree Neutral Disagree Strongly Disagree The customer service representative was very courteous The customer service representative handled my call quickly The customer service representative was very knowledgeable
Are there any other comments about the customer service representative you would like to add?   She is very knowledgable and helpful. She is concern about my wellbeing.
Thank you for your feedback. We sincerely appreciate your honest opinion and will take your input into consideration while providing products and services in the future. If you have any comments or concerns about this survey please contact: - WellPartners Eye Health Pamela Martin 2000 Hampton St Suite 3145 Columbia, SC, 29203