Customer satisfaction at Contour Kliniek
Contour Kliniek's policy is based on three pillars: security, efficiency and customer satisfaction. Since January 2005 our clients receive a questionnaire. Periodically, the answers are processed so that have an insight into our clients experience. What do they think of the quality in respect to the various stages of his or her treatment. This information is of great value to us. In this way we can continually improve ourselves.
The research
The questionnaire consists of 27 questions and is divided in four parts: the informative phase, the consultation, the treatment and the aftercare attention. Question 27 for example, reads: "What is your overall opinion about the treatment?" On this, the respondents can rate the question between 0 and 10. The answers are processed and the findings will be written down in a report.
Conclusions
The average figure for the completed questionnaires for the period January to September 2009 was 8.27. Of all respondents 99% gave a sufficient rate (greater than or equal to 6). The rate 8 or higher was given by 82% of respondents. The figures of the most common treatments are as follows:
|
Customer satisfaction january-september 2009 |
|||
|
Treatment |
% ≥6 |
% ≥8 |
average |
|
Eyelid correction |
98,4 |
70,5 |
8,05 |
|
Liposuction |
87,1 |
77,4 |
8,00 |
|
Breast enlargement |
100 |
95,7 |
9,04 |
|
Face lift |
100 |
88,3 |
7,61 |
|
labia correction |
100 |
100 |
8,67 |
|
Other |
100 |
50 |
7,75 |
|
Total |
99 |
82 |
8,27 |
