Technology Advisor Blog

Thank You! Client Survey and Sock Drive

Posted by Ann Westerheim on 7/31/12 9:10 AM

Thank You Sock Drive BlogThanks to all clients who sent back a client survey card in the past two months.  Continuing a tradition we started last year, as a "Thank You" for taking the time to fill out the card, we have donated a pair of socks for each response to the Boston Healthcare for the Homeless Program.*

We asked clients a simple question: How Likely (1-10) is it that you would refer Ekaru to a colleague or friend?  Optional:  What is the most important reason for your rating?  The average response was 9.3 and the key values highlighted in the responses were responsiveness, knowledge, and friendly service.  These are the core values we want to continue to build on, and when we fall short, we want to be sure to quickly correct things. 

Some of the things clients said:  "Prompt, expert service", "Staff is friendly, easy to work with, and understands concerns of companies, individuals", "Prompt, competant service, flexibility", "Quality of service… knowledgeable technicians, pleasant people to work with".  To help improve our morning coverage and to provide faster response, we recently added a new help desk tech.

Thanks to everyone who returned a card.  We love to hear from you when things are going well, and we need to hear from you when we can improve. 

*Why Socks?  Access to shoes and socks is often limited for the homeless men and women living in shelters and on the streets. Rain-soaked feet, ill-fitting shoes, constant standing and diseases like diabetes take their toll on the feet of homeless people. Every day, BHCHP's nurses and physicians treat a huge range of foot ailments - from trench foot to skin infections, from frostbite to nail diseases. The best way to prevent such conditions is to keep feet clean and dry – very difficult if you spend your days outside. Clean, white socks are a staple of homeless health care and make a real difference in the lives of our patients and the quality of care that we can provide. <From the Boston Healthcare for the Homeless Web Site>

Topics: Client survey, service, responsiveness

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