One of my previous team’s favorite sayings was “Feedback is a Gift.” It became a mantra of sorts and one that I took with me to my current position. Whether it is positive to keep you motivated or helpful to move you in a different direction, feedback is important. It can let you know to keep doing what is working and at the same time, realize what needs to change.

With this in mind, HandCraft put out a customer satisfaction survey at the beginning of this year to hear the voice of the customers. It is only through true partnerships that we can learn and improve to keep our customers happy. Thank you to those who took the time to give us feedback. It was truly a gift.

What We Heard

 Here is a breakdown of responses.

• We had a total of 319 responses
• Regarding linen delivery drivers, respondents chose Almost Always (90-100%) for
  • communicate in a professional manner (79% of respondents)
  • comply with facility practices (85% of respondents)
  • arrives within the prearranged window (76% of respondents)
  • appear presentable (83% of respondents)
• For the number of times that the customer relations specialist / service rep visits the facilities, 86% of respondents thought it was just about the right amount
• And 89% of respondents told us that the customer relations specialist / service rep responded to a request within one business day

Notable Comments from the Survey

“Our driver and client relations specialist are the reason we love HandCraft!!!”

“Drivers are awesome! Very nice guys who work hard and are always on time with our deliveries.”

“Great communication from our rep. Knowledgeable and on top of potential issues.”

“Our service rep is very professional and communicates very effectively”

What We Learned

 While much of the survey responses validated what we are doing well, there is room for improvement. Based on the results and comments, we learned that

• Some delivery and pick-up procedures could be improved
• Frequency of visits could be re-evaluated in specific circumstances
• When certain requests take longer to resolve, we need to keep our customers updated on the progress

Because the survey asked for facility names, we will deep-dive into individual responses and talk through specific issues. However, do not wait until our next survey if you have a concern. Contact your customer relations specialist or the district service managers for help. And for those who want more information about certain products, we will be following up with those requests.

Contact HandCraft for more information

 If you are looking for the right team to help prevent linen loss and decrease your linen loss costs, you found us. We have the experience, the industry-backed expertise, the technology and the professionals to help you achieve your goals. Remember to look at our Linen Awareness Program – healthcare linen management strategies that save costs and improve service.

Call us today at (888) 358-8671 or reach us here for more information on our services.

 

About the Author

Dyan Troxel, MSN, RN

Dyan is a registered nurse with experience in clinical and non-clinical settings including Surgical ICU, Neonatal ICU, Education, Process Improvement, and Healthcare Leadership.