There are two main health service categories: health services and supplementary health services. The option to switch from one service provider to another created a need to retain customers and ensure their satisfaction, both service-wise and professionally.
The Tovanot Research Institute has developed several assessment models using both surveys and mystery customers.
We can help any public or private medical facility derive the most out of its interaction with its customers by learning about and analyzing the customer’s needs and expectations. The tools we provide serve as a means to assess the implementation of the organization’s policy, the language of the organization, the work processes and the service quality.
We use the following assessment parameters:
Research and Surveys
- Assessing advertising effectiveness
- Focus groups
- Customer satisfaction and loyalty
- Employee satisfaction
- Benchmark brand power
- The staff’s professional knowledge
- Service ability
- Service efficiency
- Individual attention
- The clinic’s; cleanliness
- Adhering to procedures