Case Studies

Customer Satisfaction

Olympus Australia

In August 2010, Olympus engaged UltraFeedback to investigate "How easy it is to do business with Olympus?" Specifically, the annual customer satisfaction research aimed to measure employee (internal) and customer (external) perceptions of Olympus' performance and overall customer satisfaction.  This was done through gaining an understanding of Olympus customers' expectations, and current and future needs, to identify opportunities to strengthen Olympus' relationship with its customers. The research approach was comprised of employee interviews from all areas of the business; in-depth interviews with key customers across all business units; and an online survey to all customers across Australia and New Zealand, measuring satisfaction across the "end-to-end" purchasing experience.

http://www.olympus.com.au

Patient Satisfaction

Victorian Patient Satisfaction Monitor

UltraFeedback has been engaged by Victoria's Department of Health to perform the department's ongoing Victorian Patient Satisfaction Monitor research (VPSM) through to 2013. The VPSM is the primary device for obtaining patient satisfaction data across over 100 public hospitals across Victoria. It has been operating since 2000, and has surveyed more than 100,000 people to date, with another 16,000 each year anticipated in the future.The complexity and scale of the VPSM process is considerable. The survey (available in 10 different languages) obtains the views of patients using a mail-out, self-completion questionnaire. Patients are selected from an opt-in pool via random sampling, and are asked for their views on all aspects of their hospital stay. Even given the historical response rate of around 38 percent, the project requires the distribution of nearly 40,000 surveys every year. One of the keys to UltraFeedback's appointment to the VPSM was its ability to provide innovative solutions to some of the complex challenges the project faces. An intricate data de-identification process was developed, providing complete patient confidentiality whilst preserving the utility of demographic statistics. A new analytic method was devised to allow for more meaningful data analysis and more powerful inferential testing.

 

Stakeholder and program evaluations

National Organ Donate Collaborative

UltraFeedback evaluated the NODC collaborative program that seeks to improve organ donation rates in hospitals and provided recommendation for improvement.

Scope - 117 stakeholders surveyed online
Timing - July-August 2007

Benchmarking

Benchmarking the Alignment of GPs, Suppliers and Consumers in Primary Healthcare

Since 2000, UltraFeedback has worked with GPs in understanding and benchmarking the drivers of satisfaction in primary care. In 2001, extensive interviewing of senior Australian managers and GPs was used to develop a benchmarking measure of key service drivers. The pilot study, GPFeedback 2002, first captured online input from over 650 Australian GPs, pharmaceutical sales managers and sales representatives in a three-way measurement of service alignment in primary care. From 2003, GP practice managers were included; and from 2005 onwards, GPFeedback now includes consumer perceptions, providing a very powerful view of alignment across suppliers, service-delivery and consumer groups. To support this evolution, UltraFeedback has strengthened its collaboration in primary healthcare by conducting GP Division Member Needs research, audits and national benchmarking research with the Australian General Practice Network as well as measuring GP satisfaction with National and State Division Forums for some years.

ScopeApproximately 1,000 online respondents per wave
Timing - Ongoing since 2000

For more information about the Victorian Patient Satisfaction Monitor please visit the Department of Health's website