Client Survey Method Using Provider Intermediaries
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Solution Overview
Problem
Existing client satisfaction survey methods are inefficient, requiring multiple surveys over time to identify and implement remedial changes, which delays service providers' ability to improve client satisfaction.
Innovation Solution
A computer-based survey method that involves surveying service provider representatives to develop a remedial plan, which is then presented to clients, allowing for quicker implementation of service changes with reduced client surveys by distinguishing between value-based and service-based feedback.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Measurement precision
If multiple client satisfaction surveys are conducted over time to identify and implement remedial changes, then the accuracy of service improvement identification is improved, but the time required to implement improvements increases
Solution Approach 1:
The patent applies preliminary action by surveying service provider representatives before implementing changes to pre-identify improvement areas. This allows the service provider to develop and implement remedial plans proactively, reducing the time needed to respond to client dissatisfaction while maintaining accurate identification of needed improvements through targeted survey questions about service quality and client needs.
2Reliability
If multiple client satisfaction surveys are administered to ensure accurate identification of service changes, then the reliability of service improvement data is improved, but the burden on clients increases
Solution Approach 1:
The patent uses service provider representatives as intermediaries to gather service quality information. Instead of directly burdening clients with multiple surveys, the service provider representatives complete surveys about their service delivery experiences and client interactions. This intermediary approach maintains reliable data collection while significantly reducing the direct burden on clients.
Solution Approach 2:
The patent inverts the traditional survey approach by surveying service providers rather than directly surveying clients for remedial plan development. This reversal allows the service provider to gather necessary information from their own representatives about service quality and client needs, eliminating the need for multiple client surveys while maintaining data reliability.
3Loss of information
If conventional client satisfaction surveys are used to identify service improvement areas, then comprehensive feedback is obtained, but the speed of service adaptation decreases
Solution Approach 1:
The patent applies preliminary action by having service provider representatives complete surveys that identify service improvement needs before changes are implemented. This pre-identification process allows the service provider to rapidly adapt services by having remedial plans ready to deploy immediately after survey completion, significantly increasing service adaptation speed while maintaining comprehensive feedback through targeted survey questions.
Data Source
AI summary
An improved survey method is disclosed for evaluating the satisfaction of a client with the services and support provided by a service provider. The survey method includes first surveying at least one representative of a service provider providing a service to a client. A plan is then developed for the client based on survey data from the service provider representative survey to address at least one aspect of the provided service requires changing. The developed plan is then presented to the client. A second survey is then taken of at least representative of the client based on performance of the service provider and the developed plan. The survey method advantageously exploits the knowledge of those service provider representatives that provide a service to the client for identifying advantageous modifications of the service or support areas before presenting the client with a survey. In such manner, such survey results would enable a service provider to more quickly implement a plan for service changes that would likely increase client satisfaction with a single or reduced number of client surveys.