survey

Call Center Satisfaction Survey

Man conducting Call Center Satisfaction surveySPH Analytics administers the Call Center Satisfaction Survey for many of the top healthcare organizations and has developed a research protocol that ensures consistency and reliability for establishing internal goals. The Call Center Satisfaction survey allows health plans to measure the experience and perceptions of their members calling customer service.

An ongoing survey program allows plans to track progress over time and measure the effectiveness of their customer service improvement initiatives.

Respondents are asked about their level of satisfaction with:

  • Their last call with the customer service department
  • The accessibility of the customer service representatives by phone
  • The customer service agent’s ability to resolve issues or answer questions

Our experience has shown this survey to be a powerful quality intervention for making changes and improvements within member services and/or improving CAHPS® customer service scores.

CAHPS® is a registered trademark of the Agency for Healthcare Research and Quality (AHRQ)

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