Are Consumer Experience and Satisfaction Surveys in Healthcare Value-Adding?

Abstract

Purpose: Many organisations invest huge amounts of resources in consumer experience surveys. Even though consumer experience surveys are in widespread use, several factors can affect a consumer’s response, which can make results from such surveys difficult to interpret. Therefore, before making considerable investment in collecting consumer experience information, it is important to consider whether the design of consumer experience surveys is such that results will be value-adding.

Design/methodology/approach: This article explores reasons why consumer experience surveys may not necessarily be as value-adding as we think. Important considerations for the interpretation of the results of consumer experience surveys are explored, and relevant literature is reviewed.

Findings: Using standard consumer experience surveys that do not contextualise local information is not value-adding. Comparison of results of consumer satisfaction surveys to rate service quality across systems and borders is also difficult as a consumer experience is significantly influenced by local context and consumers often express satisfaction, or dissatisfaction based on what is acceptable and expected to be delivered in their local environment.

Originality: Several influential publications exist on the benefits of undertaking consumer experience surveys, however, it is important that why consumer experience surveys may not necessarily be value-adding is also important to explore.