Thursday, October 05, 2006

Interesting Customer Satisfaction Survey Results

I have been rather busy as of lately. I recently created a customer satisfaction survey for a local dental office to give out to its customers. I have since collected the surveys and analyzed the data for the dental office. Some of the findings were quite surprising. Unfortunately, I cannot provide a lot of information about the results due to professional courtesy. However, I did learn a great deal about different ways dental offices may be able to market themselves.

This dental offices doesn't plaster ads in magazines or create hilarious commercials to entice consumers to visit them. However, it does benefit from good old-fashioned word of mouth. In fact, over sixty-percent (60%) of the survey respondents stated they referred a friend/family member.

There are several ways this dental office gets the word out about its services. It uses print items (i.e. brochures and business cards) and offers referral incentives. Interestingly, survey respondents in the satisfaction survey stated they need more experiences with the dental office. It is interesting that the customers of this dental office feel they need more experiences before they will refer friends/family members. Unfortunately, most people only get to the dentist once or twice a year. Ultimately, this finding means this local dental office will need to offer additional services to get customers into its office more often.

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