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Client satisfaction survey for Brentano Amstelveen
Type of project
Project management: quality and customer satisfaction survey
Date
2017, 2018
Role
As project leader and executor of these studies I was responsible for:
- Designing and organizing the entire research process.
- Coordinating data collection and processing.
- Delivering reports that were directly applicable for policy improvement.
Brentano attaches great importance to the satisfaction of its clients and their loved ones. The organization wanted to gain insight into how the care and services were experienced, and what areas for improvement there were, by means of independently conducted research. The research had to be carried out carefully, with specific samples and exclusion criteria, in order to provide useful data for policy improvement.
Approach
I conducted various client satisfaction surveys, both for home care and for residents of care locations.
This included:
- Questionnaire development and data collection: Developing and administering targeted questionnaires by means of personal interviews and telephone surveys.
- Sampling and exclusion: Selecting respondents based on CQ index exclusion criteria in order to obtain representative data.
- Data analysis and reporting: Processing answers in clear reports, including scores per department, response percentages and visual presentations such as diagrams.
- Quality assurance: Identifying areas for improvement and suggestions for policy adjustments, so that Brentano could take targeted action.
Result
Home care survey 2017:
- Sample of 110 clients, with 76 respondents (69% response).
- Scores on satisfaction with expertise, accessibility and appointments, which provided valuable insights for improvements in home care.
Resident survey 2018:
- Personal interviews with residents of locations Nieuw Vredeveld, ’t Huis aan de Poel and Belmonte.
- Results showed that an average of 87% of residents were satisfied, with an average score of 8 for care and expertise.
These surveys supported Brentano in improving the quality of care and strengthening client focus. The reports served as valuable input for strategic decisions and provided a clear picture of the satisfaction among clients and their loved ones.
