• Jim Trounson

Our Two-Question Customer Satisfaction Survey

  1. On a scale of zero to ten, how likely is it that you would recommend MedMan to a friend or colleague?

  2. What is the primary reason for your score?

I needed a reliable quantifiable measure to track the success of our initiatives to have clients for life. At the same time we want and have busy clients; doctors who don’t have time to deal with surveys in a world gone mad asking for satisfaction feedback. This two-question MedMan Promoter Score (mmPS) survey became our noninvasive 15-second answer. That’s really how long it takes.

What gets measured gets managed, and paying attention to this number has improved our behaviors and outcomes. Our grade is our percent of promoters (9’s and 10’s) less the percent of distractors (0’s through 6’s). It’s climbed to 85% -- on its way to 100%!

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