Part 1 Now that you have read the information about satisfaction surveys, you know how essential a well-developed customer satisfaction survey can be in obtaining customer feedback. Use your new knowledge and life experience to identify a setting you would be interested in developing a customer satisfaction survey for, i.e., Nursing Home, Hospital, Managed Care, PACE Program, Ambulatory Care Facility, or Physician's office. Draft a 10-question survey that could be utilized to obtain consumer, patient, and resident member feedback in any of the settings.

Part 2 Develop hypothetical survey results and develop a plan for improvement based on the response to each survey question: Do you believe that all Reception staff were courteous? Score = 60% Follow-up- Survey results will be reviewed with office staff. All office staff will receive an in-service related to the importance of providing optimum customer service. Feedback will be obtained and they will be allowed to respond.