Customer Satisfaction Measurement Programme

The objective of Midland Heart's customer satisfaction measurement programme is to gather critical customer satisfaction feedback data on a monthly basis from customers who have had recent experiences of core services. Please note, this is very much a transaction/service driven programme as opposed to a Star style programme. The feedback data collected is integral in shaping services for the future and ensuring Midland Heart is continually striving to increase customer satisfaction levels. Due to the current economic climate, where funds are limited, there is a much greater emphasis within Midland Heart to collect reliable and robust customer satisfaction data in order to measure the performance of services, and contractors, across Midland heart. A telephone interview methodology will be adopted in order to gather feedback from customers covering a range of key service areas. It must be noted, although a telephone approach will make up the majority of the programme, Midland Heart are also keen to explore alternative feedback approaches, including SMS and e-mail. In total, approximately 1 600 telephone interviews will be conducted per month, subject to sufficient number of customer contacts being available. 12 service areas contribute to the wider customer satisfaction measurement programme. The contract period is for 2 years with the option to extend for a further 2 years in annual increments (1 year + 1year), subject to satisfactory performance being met by the supplier. More information is available in the draft ITT documents provided in the project attachments section on Bravosolution.