Client Satisfaction Surveys - an essential tool to deliver quality services

Studies show that outstanding client service organizations focus on a clear goal: satisfying the client, and design their services with that aim in mind. From the top-down, these organizations act to provide positive client experiences. The organization is permeated by the focus on complete client satisfaction. Successful service providers listen to, understand, and respond to the evolving needs and constantly shifting expectations of their clients.

Coming across these trends, VisiCase designed the Client Satisfaction Surveys module that can be applied in addition to the VisiCase Standard Case Management.

The tool allows organizations to design their own questionnaires according to their quality criteria and run according to their schedule: as a periodic activity, at the end of the service or run on demand. When the survey is due, the system will sent reminders to clients who can than go to their portals and fill up the form. The results of the survey can be viewed by the care worker either as an individual client's feedback or as an across organisation report presenting trends and tendencies in clients satisfaction level within the organization.

The VisiCase Client Satisfaction Surveys module helps service providers to better understand how satisfied clients are with the service they receive. The clients' feedback enables the organisations to identify what improvements can be made and also to ensure that they are focusing their efforts on areas of the service that make the biggest difference to the clients. With VisiCase Client Satisfaction tool, organizations can:

• Measure clients' satisfaction with the care received;
• Better understand clients' needs, expectations and priorities;
• Identify areas for improvement;
• Identify opportunities for further development;
• Create a client driven culture.

VisiCase-Client Satisfaction Surveys Module Overview:

Client Satisfaction Surveys Provides tools to ask clients about the quality and impact of the services they received
Survey creator	The organization can set up its own client satisfaction surveys forms that will be used to gather feedback on their services from the clients.
Timeline	The survey can be enforced periodically or can be triggered by the user. When the survey is due, the system will send a notification to the client (or care worker) reminding about approaching deadline for filling up the survey.
Feedback collection	The customers feedback can be gathered either directly by the client having access to the portal or with assistance of the care worker.
Report	Clients' feedbacks are presented to the care workers in a form of report. Case workers can see the individual client's answers and/or the trends of assessment provided by the combined clients.