Shield HealthCare Customer Satisfaction Survey Results

Shield HealthCare Customer Satisfaction Survey Results

Did we exceed the expectations of our customers?  Yes!  Shield HealthCare is happy to announce the 2016 annual customer satisfaction survey results and would like to thank our customers for their resounding vote of confidence!

As a service organization dedicated to fulfilling the medical supply needs of the home care community, Shield HealthCare is committed to patient satisfaction, quality control and measurable performance indicators. Our annual customer satisfaction survey is conducted by Press Ganey Associates, Inc.

Over 3,000 active Shield HealthCare customers shared their valuable feedback this year. The opinion of our customers on where we do well and where we need improvement is critical to ensuring our standard of excellence in serving the home medical supply needs of the individuals and families that depend on us.

A quick review of the 2016 Shield HealthCare survey results:

• Shield was ranked overall in the 99^th percentile of companies—which simply means that we scored better than 99% of the comparable companies also surveyed.

• Importantly, not only was our overall score compared to our peer companies better this year, but Shield HealthCare has received increasingly better scores relative to peer companies since 2008!  The 99 percent relative score that we received this year is virtually unheard of and indicates overwhelming satisfaction of our customers.

There were some very specific performance areas where Shield HealthCare excelled:

1. Courtesy of initial phone contact
2. Timeliness of delivering orders accurately
3. Helpfulness of phone personnel
4. When customers did have a complaint, Shield HealthCare resolved their complaints quickly and to their satisfaction
5. Degree that the home medical supplies helped with self-care and with work
6. Likelihood of recommending Shield HealthCare

Although the 2016 scores are impressive, the team at Shield HealthCare is looking forward to continued progress and improvements for the very best customer experience in the coming year.

We extend our sincere appreciation to the most important people in our company: our customers!

You can also watch a video with these results here.