Shaw Improves Patient Safety,Patient Satisfaction,Revenue Cycle Shaw Healthcare Consulting, Patient Safety,Patient Satisfaction,Patient Satisfaction Survey, Revenue Cycle, Baldrige Award, Healthcare Process, Healthcare Team, Hospital Billing Process, Hospital Admission Process

 

 

Customer Complaint System Self-Assessment Tool

How do you rate the performance of your Customer Complaint system.?

  System Evaluation Rating Questions Yes No
1 Does your system record all customer complaints in writing?
2

Are customer complaints and service quality incidents documented and reported to one central person?

3 Is there one executive responsible for your complaint management system?
4 Is there one overall system to manage complaints from recording to reporting to operational improvement?
5 Does your system record all customer compliments in writing?
6 Do you actively encourage your employees to gather and submit customer complaints and compliments?
7 Are there operational mechanisms in place to make it easy for a customer to submit a complaint or compliment?
8 Are complaints grouped by work process, operational area or other categories for analysis and trending?
9 Are your overall customer complaint volumes and categories trended over time?
10 Do you use a complaint-to-compliment ratio as one way to evaluate the quality of services?
11 Are complaints and compliments analyzed so that the most important issues are prioritized for improvement?
12 Do your Board Members and Senior Executives review complaint trends, analyses, and improvements?
13 Do you use an analysis of complaints to set quality service improvement goals and initiatives?
14 Do you give your customers who complain a "Goodwill" reward (gift, discount, letter of apology) to improve customer relations?
15 Do you recognize your employees for performance improvement?

 

  Bonus Questions Yes No
1 Are your employees rewarded if they increase the number of complaints they gather each year?
2 Do you gather complaints from customers that you have lost to your competition?
3 Do you have an automated system to gather and analyze complaints?
4 Do you have a website to facilitate the submission of complaints?

 

Total Count (Number of Yes and No Answers to All Questions)

 

SCORING
 (System Evaluation Rating Questions Plus Bonus Questions)
 
Scoring: 1 Point for Each Yes Answer on a System Rating question and 2 Points for each Yes Answer on a Bonus Questions 23 Points Total
21 and Over World Class; Role model and mentor for others
14 to 20 Superior; Great job but keep focused on improvements
11 to 13 Above Average; Call world class/superior organizations for advice
6 to 9 Average; Improvements needed on all fronts
Less than 6 Below Par; Can only get better from here with new leadership.

 

Need Feedback or Assistance?
If you need general assistance of any kind, click here to contact Shaw Resources

If you wish to submit your assessment and get individual feedback, or ask a question please fill in the contact information below so we can respond.

Name required

Email  required

Position

You can keep this Quiz for your own use or you can send this form to Shaw Resources with any questions or comments.

Include Your Questions or Comments Below

 

       Back to Home page

Home   About Shaw Resources Contact Us Site Map Trademark NoticeLegal Notice
Copyright © 1996-2007 Shaw Resources. All Rights Reserved Shaw Resources 5691 Matterhorn Pl NW, Issaquah, WA 98027 Phone: 888-SHAWRES email: info@ShawResources.com
Graphic Design by: RAMsquared Marketing Communications Design
Last updated: 05 May 2008