marketing research 32

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This is a sample of some data from a market research report. This clinic is situated in a medium to high socioeconomic neighborhood.

There are four doctors in the clinic, two nurses and two administrative assistants. The administrative assistants schedule appointments and take care of checking in patients. The clinic uses text messaging to remind patients of their appointments and to follow up on any questions. The nurses convey any questions to the doctors and will report back to the administrative assistants on what to tell the patient.

The research question was:

How satisfied are patients with our clinic and what can we do to improve?

Here is a part of the collected data:

Very satisfied

Indifferent

Not satisfied

How satisfied are you with the technology used to communicate with patients?

42

30

22

How satisfied are you with the ease of scheduling an appointment?

36

22

42

How satisfied are you with the attention given to you by your doctor?

78

9

13

How satisfied are you with the reception when you arrive and the ease of checking in?

32

17

51

How satisfied are you with the facilities (cleanliness, comfort)?

81

11

8

How satisfied are you with the cost of our services?

70

12

18

Based on this information, what are some of the conclusions you can draw? What would you suggest needs improvement?

(There is no wrong or right answer – but try to justify your conclusions based on the data presented)

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