Part 1 Now that you have read the information related to satisfaction surveys, you are aware of how essential a well developed customer satisfaction survey can prove in obtaining customer feedback. Use your new knowledge and life experience to identify a setting that 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, etc. Draft a 10 question survey that could be utilized to obtain consumer, patient, resident member feedback at any of the settings.

Part 2: Develop survey results that are negative based off of the questions you created above and develop a plan of action for improvement based on the response to each survey question for example: Survey Question: Do you believe that all Reception staff were courteous? Follow-up- on survey results will be reviewed with office staff. Outcome of survey: Poor, staff was not courteous. Action Plan/Plan of improvement: An in-service related to the importance of providing optimum customer service will be provided to all office staff. Their feedback (staff) will be obtained and they will be given an opportunity to respond.