Involving Your Leadership Team

Posted by Dakota Williams

Dec 14, 2015 2:29:58 PM

Have you ever had a leadership team that was not involved and the patient experience was positive? The answer is probably no. All organizations have leadership teams that are responsible for others. By equipping staff members with the right tools and training, the leadership teams enable them to see their full potential both personally and professionally. Customer Feedback Systems is devoted to providing the highest quality of patient feedback to create a better experience. We find it most important to engage our front line teams with patients. We have seen many organizations fall behind because the program was handed off too early. Customer Feedback Systems has created four areas of leadership involvemet that circle around patient experience. 

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Topics: Rewarding Complaints, Feedback, Staff, Leadership Teams, Leadership

Focusing On The  Action, Not The Metric

Posted by Dakota Williams

Sep 3, 2015 12:19:35 PM

There are two drivers to success when you are wanting to improve your scores. 

  1. Taking the necessary actions to drive patient participation and response rates so that you have trustworthy data.
  2. Taking the necessary action to improve the patient experience.

You need to know that both of these points are equally important and will feed off each other in continuous loops.

From Chris McChesney and his associates in The Four Disciplines of Execution, "...the challenge is not just executing a strategy successfully, the challenge is in executing a strategy successfully in the midst of a 150 mile per hour whirlwind (which is all the work that it takes just to maintain the organizaton before we start throwing in strategies, goals and initiatives)."

We have found the power that The Four Disciplines, or 4DX as it's known has and highly recommends this book. If you are interested in learning more, click the link here:

Chris highlights in a video titled Franklin Covey Execution Video Preview: Whirlwind is organizatioins who execute well do four things consistently:

  1. Everybody on the team actually knows the goal.
  2. Team members know what they need to do to achieve the goal.
  3. They keep score in a simple and visible way.
  4. They are held accountable by their peers, as peer accountability can be more impacting.

If you would like to learn more feel free to download our Rewarding Complaints ebook by clinking the link below. If you have any questions, please contact us at 1-800-528-9401.

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NPS: A Leading Indicator For The PX

Posted by Dakota Williams

Aug 25, 2015 1:08:59 PM

How and why was the Net Promoter ScoreSM developed?

*The following information is from the NPS/History of Net Promoter

All companies seek to grow. Growth equals profitable, sustainable organic growth which occurs most often when customers and employees love doing business with a company and sing its praises to neighbors, friends, and colleagues.

Most leaders want customers to be happy; the challenge is how to know what cutomers are feeling and how to establish accountability for the customer experience. 

A few years ago, Fred Reichheld and a Bain team launched a research project to determine whether a different approach would prove more fruitful. Working witht the data supplied by Satmetrix, they tested a variety of questions to see how well the answers corelated with customer behavior. As it turned out, one question worked best for the most mature, competitive industries: What is the likelihood that you would recomment company X to a friend or colleague?



To learn more download our Rewarding Complaints below:

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Topics: Patient Satisfaction

Aligning Patient Experience Reporting With Management Rhythms

Posted by Dakota Williams

Aug 21, 2015 1:32:51 PM

This Week We Discussed:

The reporting of patient experience intelligence in high velocity feedback loop serves four major functions. Which you are able to find out more by clicking our Learn More button below. Or you can fill out your information at the bottom of the page.

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As an organization, Customer Feedback Systems started out with a real passion to give the patients a voice while still being respectful of their time. It is important to always remember to respect the time of your incredibly busy staff to do something valuable with the data so they are not just drowning in it.

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Topics: Rewarding Complaints

How to Assess the Voice of the Patient & Create High Velocity Feedback Loops

Posted by Dinesh Kumaran

May 20, 2014 12:53:36 PM

Joseph Michelli PhD Interviews our Co-Founder, Gautam R Mahtani, on How to Assess the Voice of the Patient & Create High Velocity Feedback Loops:

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Topics: Rewarding Complaints, Healthcare, Customer Feedback Systems, Patient Satisfaction, Nurse Rounding, Voice of Customer, Customer Feedback Loops, High Velocity Feedback Loops

Nurse Leadership Matters in Patient Experience Performance

Posted by Dan Moreland

Mar 17, 2014 12:06:36 PM

“A great blog from Jason Wolf, President of Beryl Institute and Member of our Healthcare Executive Council. As always, Jason provides us with insightful and useful take-aways: Nurture, Model, Listen, Reinforce.”

Nurse Leadership Matters in Patient Experience Performance
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Topics: Nurse Leadership, Healthcare, Employee Engagement, Patient Experience Performance, Service Excellence

I Want Your Honest Feedback - But Only If It's Good

Posted by Gautam Mahtani

Dec 10, 2013 12:58:00 AM

Sales people and account managers can be notorious for not wanting honest feedback from their customers. Especially if it’s bad. (Think about car dealerships and their attempts to boost their Customer Service Scores by offering free oil changes in exchange for better scores on their surveys.)

 The sad part is if they were to get high volumes of honest feedback and act on it immediately, they would reach their desired outcomes more quickly. That is… if the desired outcome is getting their customers to come back for more and bring their friends. 

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Topics: Rewarding Complaints, Continuous Feedback


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