Research has consistently shown that the deliverers of service are the crucial link between resolving a complaint on the spot and the customer’s intention to repurchase (or return, in the case of a Hospital). The key learning is that a five percent increase in customer retention can raise profitability by 25 to 85%.
One reason why implementing a Service Improvement Plan is a good idea are:
1. Poor service drives off customers, and reduces profit.
1. Poor service drives off customers, and reduces profit.
A successful service improvement plan will help build hospital loyalty and increase patient satisfaction, one transaction at a time, by fully engaged, well-trained frontline associates.
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