Preliminary Assumptions
The BioStat Research and Development Center, in collaboration with the National Health Fund (NFZ), conducted a nationwide, representative customer satisfaction survey for NFZ clients. The survey included clients visiting provincial NFZ branches and those using the Telephone Patient Information (TIP) service. The survey for clients visiting provincial NFZ branches was conducted using a modern solution – survey kiosks – as well as traditional paper surveys.
To determine the satisfaction level, NFZ clients were asked to evaluate various aspects, including:
- Waiting time for service
- Courtesy of the staff
- Employee engagement and willingness to assist
- Clear and understandable information transmission
- Employee competence
- Ease of reaching the branch and interior signage
- Availability of seating for waiting individuals
Implementation
The primary technique used in the survey was self-administered surveys provided to NFZ clients through survey kiosks.
Survey kiosks are modern devices designed for conducting satisfaction and opinion surveys. The key component of the device is a tablet with installed online survey software and a built-in SIM card providing internet access, effectively transforming it into an interactive interviewer. The use of survey kiosks allowed for the automated collection of customer opinions directly at the service location and real-time analysis of results.
For more details on the use of survey kiosks, you can learn more at: https://www.biostat.com.pl/kioski-ankietowe-poradnik.php and https://www.biostat.com.pl/kioski-ankietowe-tabkioski.php. Additionally, you can read about other examples of survey kiosk usage in research conducted by BioStat at: https://www.biostat.com.pl/customer-opinion-survey-using-survey-kiosks-pharmacy.php
As a result of the entire survey, 7,123 surveys were collected, allowing for the assessment of NFZ customer satisfaction nationwide.
Results
The survey provided insights into how the service at provincial NFZ branches and the service provided through the Telephone Patient Information are perceived. The results of the survey were presented using Customer Satisfaction Index (CSI) and Customer Effort Score (CES) indicators. The calculated indicators not only allowed for the assessment of satisfaction levels but also identified service areas that require improvement. The survey implementation provided answers to significant questions regarding NFZ customer satisfaction, including:
- How do various aspects of NFZ operations in provincial branches impact customer perception, and what has the greatest influence on their satisfaction?
- What functions correctly in the eyes of NFZ clients, and where should changes be implemented?
- What needs and improvement suggestions were indicated by NFZ clients?
- How did clients rate the quality of service provided by the Telephone Patient Information?
- What has the greatest impact on the satisfaction of TIP users?
The survey results were intended for internal use by the National Health Fund and served as a basis for implementing corrective actions.
