A simple and valuable approach for measuring customer satisfaction

Otolaryngol Head Neck Surg. 2005 Aug;133(2):169-72. doi: 10.1016/j.otohns.2005.03.060.


Objective: To determine the financial impact of poor customer satisfaction and the value of information gained from using a 1-question customer-satisfaction survey in a medical setting.

Study design and setting: A single-question customer-satisfaction survey was collected from customers presenting to an academic otolaryngology head and neck surgery outpatient clinic.

Results: The overall response rate was 25%, overall net promoter score was 67.3%, lowest net promoter score occurred on Wednesday and Friday, overall net potential referrals were 872, and potential lost revenue from dissatisfied customers equaled US 2.3 million dollars.

Conclusion: A single-question customer-satisfaction survey may help identify areas of customer dissatisfaction that lead to a significant source of lost revenue.

Significance: The competitive forces in today's health care environment require medical practices to address issues related to customer satisfaction.

Publication types

  • Comparative Study

MeSH terms

  • Ambulatory Care Facilities
  • Continuity of Patient Care / standards
  • Continuity of Patient Care / trends
  • Female
  • Head and Neck Neoplasms / diagnosis
  • Head and Neck Neoplasms / therapy*
  • Health Care Surveys
  • Humans
  • Incidence
  • Male
  • Missouri
  • Otolaryngology / standards*
  • Otolaryngology / trends
  • Outcome Assessment, Health Care
  • Patient Satisfaction / statistics & numerical data*
  • Surveys and Questionnaires*