To improve speech pathology services, you need feedback on how you are doing. Sometimes, clients will give it to you directly. However, many people prefer to avoid giving feedback face-to-face, especially when it’s negative.
Many clients won’t say anything to you when they’re unhappy with your service. But they will tell their friends and family, and may even post negative online reviews and comments about you, e.g. on social media or third party review sites. This is a big problem for many speech pathology clinics, who rely on word of mouth and their good reputations (you can read more about online review risks and how to manage them here).
This client satisfaction survey is designed to elicit useful feedback from your clients. It signals that you are committed to improving your services, and gives clients an opportunity to provide their honest views in a safe, non-confrontational and constructive way.
We’ve designed the survey to be short, accessible, and easy to fill it. It’s fully editable – so you can add or remove questions. It can be assigned as a Google Form, or printed out and handed to clients as a PDF.
Although short, the survey includes questions based on business research about the best questions to ask to build client loyalty and satisfaction and the factors that matter most to healthcare consumers, including:
- Carrus et al., (2015). Measuring the patient experience: lessons from other industries. McKinsey & Company;
- Reichheld, F.R. (2003). The One Number You Need to Grow, Harvard Business Review, December 2003; and
- The HCAHPS Survey for hospitals (March 2022).
We designed the client satisfaction survey to be a useful tool for speech pathologists to identify and improve their services, and to give clients and families a way of expressing their views safely.