experience surveys: satisfaction on steroids living/5b... · w. edwards deming (1900 – 1993) 9....

9/26/2014

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Experience Surveys: Satisfaction on Steroids

Panel

Rich De Jong, Chief Technology Office, SymbriaAnalytics

Paul Fabbi RN, Ed.D., Faculty Member, Olivet Nazarene University School of Business; former Director of Patient Centered Care for Presence Health

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Participants will:

• Learn survey best practices and the outcomes that result

• Discover the differences between measuring experience and measuring satisfaction

• Understand the process of developing a valid, reliable, accurate survey tool

Objectives

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• Introduction

• Why we survey

• What we survey

• How we survey

• Summary

• Q&A

• Adjourn

Agenda

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A

B

Which line is longer?

Young lady or old woman?

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Are we looking at a puzzle or a mystery?

Vs.

Data or intuition: Which is more useful?

• Data• Evidence

• Intuition• Judgment

Empirical Intuitive

“It is not enough to do your best; you must know what to do, and then do your best.”

W. Edwards Deming (1900 – 1993)

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Satisfaction versus

Experience

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Satisfaction Versus Experience

11Source: Pine and Gilmore “The Experience Economy”

• Understand all audiences

• Alignment with vision and organizational direction

• Gain a rich, nuanced picture of your community

• Allocate limited resources to areas of greatest impact

• Actionable information

Why we survey

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Does your squeaky wheel get all the grease?

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Why we survey

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Organizational alignment

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No Alignment

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No Alignment

SomeAlignment


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No Alignment

SomeAlignment

Strategic Alignment


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No Alignment

SomeAlignment

Strategic Alignment

Organizational Development

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Why we survey

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Learning to look: The art of seeing

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Joshua C. Taylor (1957). Learning to Look: A handbook for the Visual Arts. Chicago, IL. The University of Chicago Press

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Learning to Look

Subject Matter

Visual Form

Expressive Content

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Madonna of the Rocks

(1452-1519)Italian scientist, inventor, artist

Leonardo da Vinci

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Why we survey

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The Project Pipeline

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Source: Lateralworks, Santa Clara, CA






Why we survey

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Conceptual FrameworkOrganizational Development in the Healthcare

Setting

+ =

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Setting

+ =

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Setting

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WHAT WE SURVEY

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• Who is your target audience?

• What are you trying to understand?

• Satisfaction vs. experience

• What do your residents really want?

Is there such thing as too much information?

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• Will they use electronic surveys?

• Will they be able to read the surveys in their current format?

• Are you asking the questions that make sense for this audience?

• Is this survey the appropriate length?

Who is your target audience?

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• Overall, I am satisfied with the care and services provided to me.

• The food tastes great.

• I am satisfied with staff.

• I am satisfied with my job.

There are differences between measuring satisfaction…

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“I am satisfied with the care and services provided to me because this community feels a lot like home.”

• Experience is an enriched view of satisfaction

• Measuring experience helps determine what drives satisfaction?

And measuring experience

• Experience is a better measurement of perceived value

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• Think to yourself what would you pay for a pair of wooden shoes?

• Are you visiting a place where these are collectable?

• Do you have another option for shoes to protect your feet?

• Are these the current standard for footwear?

What is the value of a pair of wooden shoes?

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• Understanding what drives resident satisfaction also drives success, but how can we be sure we truly know what our residents want?

• The average assisted living resident is already satisfied. (8.87/10)*

• 89% of all residents surveyed would recommend their community to others.*

What do residents really want?

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HOW TOSURVEY

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• Increase response rates

• Find out how likely someone is to recommend

• Determine key drivers

• How is everyone else doing?

Keys to surveying and understanding results

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Increasing your response rates

• Make sure the survey are anonymous

• Create incentive for completing surveys

• Explain how important their responses are to them

• Make it a part of another process

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• Returns focus to resident/patient

• Avoid drowning in data and target critically important areas

• Make sure that data reported is meaningful

A reliable measure of likeliness to recommend

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• About the NPS®

• Developed by Fred Reichheld in 2003, the NPS has become the leader in benchmarking survey data

• Other settings in which the NPS is used

• Has been adopted in almost all business settings, including healthcare, technology, financial, and retail settings

• Top 3 NPS in 2013 (USAA insurance/Bank; Costco; Apple)

• Why is the NPS so significant?

Net Promoter Score

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Calculating the NPS: Part 1

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NPS

??What do you think your community’s NPS would be?

Every organization has Net Promoter Score

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• Determine items that correlate with overall satisfaction and likelihood to recommend

• Make sure correlations make logical sense

• Take some intuition out of understanding the results

Correlations are an important part of key drivers

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• You can’t fix what can’t be controlled

• Know what you are good at

• Sharing the results can greatly impact the success of any survey process

• Marketing

The importance of benchmarking

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Even though it is correct, it may not be meaningful

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What we’ve learned about:

• Survey best practices and the outcomes that result

• The differences between measuring experience and measuring satisfaction

• The process of developing a valid, reliable, accurate survey tool

Summary and conclusion

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QUESTIONS

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experience surveys: satisfaction on steroids living/5b... · w. edwards deming (1900 – 1993) 9....

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