Customer Satisfaction Paper

RubricCustomerSatisfactionSurveyPaperHL400.docx

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Required Assessment – Customer Satisfaction Survey Paper HL 400

Description (Course Guide)

The opinions of customers regarding healthcare experiences should be of primary importance to healthcare leaders. There are several ways for an organization to obtain information about its customers' perceptions of products and services received. In this 5-7 page (not including cover sheet, abstract, or reference list) APA-formatted paper, students will describe the various methods by which healthcare organizations gather feedback from their customers. Using research to validate their statements, students should assert which method is more reliable at receiving a higher return rate. A minimum of five (5) professional references must be included. References should be less than five years old in order to reflect current information. After researching data on how to compose a survey that is unbiased and does not lead a customer to choose a particular option, students will compose a customer satisfaction survey. This survey should be one (1) page in length and is not part of the 5-7 page paper. Students should write the survey as if they are querying customers after receiving care in an ambulatory care facility. This survey must be original work done by the student.

Grading Components *	% of Grade *	Below Standard	Approaching Standard	At Standard	Exceeds Standard
APA style (citations/reference list)	15	Fails to cite and reference sources to support ideas. Paper is not in proper APA format. The majority of the resources are more than five years old.	Attempts to cite and reference credible and/or relevant sources, appropriate to the discipline, to support ideas. Portions of paper are in proper APA format. Several of the resources are more than five years old.	Almost always cites and references credible and/or relevant sources, appropriate to the discipline to support ideas. Most of the paper, including the reference list, is in proper APA format. Most of the resources are less than five years old.	Always cites and references credible and/or relevant sources, appropriate to the discipline, to support ideas. Includes more than the required number or resources. APA formatting throughout the paper is flawless. Nearly all of the resources are less than five years old.
Style and Mechanics	15	Contains spelling, punctuation, and/or grammatical errors, so understanding is difficult. Contains numerous awkward or ungrammatical sentences, and sentence structure is simple or monotonous. Misuses words, or uses words that are too vague and abstract or too personal and specific for the topic. Student is more than one-page short of the minimum page requirement.	Contains spelling, punctuation, and/or grammatical errors which may temporarily confuse the reader, but does not generally impede the overall understanding. Sentence structure generally correct but may be wordy, unfocused, repetitive, or confusing. Uses relatively vague or general words and sometimes inappropriate words. Paper is not in the third person throughout. Student is one-page short of the minimum page requirement.	Contains minimal spelling, punctuation, and/or grammatical errors that not impede understanding. Sentences generally clear, well structured, and focused. Generally uses words accurately and effectively, but sometimes may be too general. Paper is in the third person throughout. Students meets the minimum page requirement.	Entirely free of spelling, punctuation, and grammatical errors. Sentences are varied, clearly structured, carefully focused, and fits assignment’s purpose and audience. Words chosen for their precise meaning and an appropriate level of specificity is used. Paper is written in the third person throughout. Student exceeds the minimum page requirement.
Description of Best Practices and Increases	35	Student does not describe the best practices for obtaining patient satisfaction data in the healthcare industry and/or does not assert which method is more reliable at receiving a higher return rate.	Student attempts to describe the best practices for obtaining patient satisfaction data in the healthcare industry and assert which method is more reliable at receiving a higher return rate. Students description is vague, incomplete, or inaccurate.	Student describes the best practices for obtaining patient satisfaction data in the healthcare industry and assert which method is more reliable at receiving a higher return rate. Students description is clear, complete, accurate, and fully supported by literature.	Student describes the best practices for obtaining patient satisfaction data in the healthcare industry and assert which method is more reliable at receiving a higher return rate. Students description is clear, complete, accurate, and fully supported by literature. Student provides numerous examples to further understanding of the data.
Customer Satisfaction Survey	35	Student does not compose a customer satisfaction survey or the survey does not meet two or more of the parameters described in the assignment.	Student attempts to compose a customer satisfaction survey. The survey does not met one of the parameters described in the assignment.	Student composes a customer satisfaction survey that meets all of the parameters described in the assignment.	Student composes a customer satisfaction survey that meets all of the parameters described in the assignment. Student's survey shows a high level of critical thinking in the verbiage of the questions.
Total	100