CUSTOMER SATISFACTION SURVEY GUIDE

VCAL eFocus (September 2003)

A new resource supports NCAL members in their efforts to improve quality. Conducting Satisfaction-Based Customer Surveys, written by Dr. Vivian Tellis-Nayak, demonstrates the importance of the voice of the customer in defining quality and how customer satisfaction is closely linked to clinical care, quality of life, staff retention, and market and financial performance. The book provides practical models, guidelines, and resources to begin measuring - and improving - customer satisfaction.  This is a must-read for long term care professionals.  To order the book, visit www.ahca.org/store/index.html under the Quality Services category.