1. Time to Dissatisfied Customer Farrokh Alemi, Ph.D. October 2006

2. Wasteful Surveys Too much money spent on too many surveys Too many patients asked to participate Too much time taken

3. Wasteful Surveys Too much money spent on too many surveys Too many patients asked to participate Too much time taken

4. Two Stage Sampling 1.Sampled patients are asked one question 2.Patients with extreme responses are asked to give reasons

5. First Question Were you satisfied with your care? Delighted, exceeded my expectations Satisfied Not sure Dissatisfied Did not meet my minimum expectations Asked from a random sample of patients

6. One Question Survey Less burden on the patients Improved response rate

7. Same Results with Less Data Upper Control Limit

8. Same Results with Less Data Upper Control Limit

9. Second Survey Provides Reasons for Dissatisfaction Not only whether the process is changing but also why is it changing

10. Second Survey Check who was involved?  Physicians  Nurses  Food and dietary  X-ray and laboratory  Other, please specify: Tell us what went wrong? What worked well? Asked from only those whose expectations we have exceeded or whose minimum expectations we have not met

11. One Question Survey Less cost to the organization

12. Cost per 100 Responses Number of people surveyed First survey Second survey Response rate Cost per 100 Responses Traditional approach1000305000 Proposed approach100585441 $15 per survey $3 per postcard $15 per survey

13. Take Home Lesson Time to dissatisfied customer monitors if changes have led to improvement and saves time & money