The Brief
Between 1996 and 2006 Progressive conducted two long-term tracking studies on behalf of Benenden Healthcare:
- Consultation Study: involving a postal survey conducted twice a year with 3,000 members to assess satisfaction with the quality of consultation services
- Treatment Study: also twice annually involving sending self-completion questionnaires to 3,000 members who received treatment through the Society, again to assess their satisfaction levels with the treatment they have received and the hospital they attended.
In late 2007 the process changed to form a continual tracking study amongst Benenden members, covering all elements of the service provision. This ran until January 2011. Moving to a continual tracking approach provided Benenden with a satisfaction monitor that enabled real time decisions to be made which could then be monitored for impact and satisfaction amongst members.
Our Research Approach
Self completion postal questionnaires were sent out on a repeating 6-weekly basis to members of Benenden Healthcare covering 16 different services.
A total of 1,500 questionnaires were sent out each month with an average response rate of 40%. In addition 80 telephone interviews were conducted each month with potential and lapsed members of Benenden Healthcare.
The Output
The results were reported back to Benenden Healthcare each month in a summary report for dissemination across the business and to allow a monitor of KPIs. Each quarter a summary report was also produced tracking the trends and highlighting areas for concern within each of the 16 individual services.
On a bi-annual basis a more in-depth analysis was conducted reviewing the trends over time and providing recommendations for development and improvement across each service for the following year. The bi-annual presentation was reported back to the senior team and board at Benenden and was used to form part of their strategic review.