Requesting feedback is great for optimizing your products, customer service, patient care, and schedules. However, it's nerve-wracking to leave yourself open and vulnerable to criticism and dissatisfied patients.
Most practices conduct at least a few surveys every year to solicit this feedback, which is useful because these responses are usually anonymous and private. It's especially difficult or tricky to address customers when they leave online reviews or talk to your team in person when they're frustrated with their experience.
That's why we want to encourage practices to take extra measures to address common sources of dissatisfied patients before they come to a head. Keep reading to find out how you can protect your practice today.
Addressing Common Causes of Dissatisfaction
We're referencing this Hubspot article listing the causes of general customer dissatisfaction in all industries. We'll see how they can translate to eyecare specifically.
Issues with Quality
Quality can refer to frames that don't fit correctly, easily scratched lenses, or the durability of anything else they purchase in your dispensary. Many times, a quality complaint might be a manufacturing error that can easily be fixed, so it's important to follow up with your patients to ask them if they're satisfied. If you do have a quick solution, they'll be grateful that you requested the feedback and valued their comfort.Issues with Pricing
Failure to Meet Perceived or Implied Expectations
Issues with Usability
Problems with Customer Service
The patient experience begins with an effective patient portal. Take a look at this video to see what we mean.