Satisfaction surveys. I’m sure you’ve seen them, and answered them or perhaps thrown them in the round file. They are ubiquitous; we get them via email and websites, by mail, phone, and fax. Almost every progressive organization in all lines of business conduct them to gather data from their customer base, to measure performance metrics, and to gauge their standing against a benchmark. Though the results can be useful and meaningful in improving care and services, convincing people to complete them can be challenging.
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