Do companies actually read the customer service emails that are sent out after a visit?

Asked by elbanditoroso (33578

) November 3rd, 2017

I was at the doctor’s yesterday; today there was an email from the *** **** Medical Center, asking me to fill out a 5-minute questionnaire about my visit and whether I was satisfied with the care I received.

Does anyone actually read and analyze these? Or is this just a mechanism to make the customer feel good, but no one ever reads what is submitted?

customer service

Observing members: 0

Composing members: 0

4 Answers

Yes. I work in a hospital and we get a monthly letter with the results of all the surveys that had been returned the previous month. Names are mentioned, good or bad, and I make sure my group sees the survey results. I don’t think anything is ever accomplished from these surveys, but they are analyzed.

chyna (51629

)“Great Answer” (6

) Flag as…

@chyna – that’s good to hear. I had the assumption that the emails were just ‘feel good’ types of things.

elbanditoroso (33578

)“Great Answer” (0

) Flag as…

Twenty-five years ago I worked in manufacturing; we received copies of any customer comments (by specific part number) to review and evaluate our manufacturing process. Luckily the were few and far between for our group, other were not so lucky (up to firing for falsifying X-ray photos for parts)

Tropical_Willie (31488

)“Great Answer” (1

) Flag as…