Voice of the customer---a roadmap for service improvement

Ravinder S. Uberoi*, Yogamaya Nayak, Pritindira Sachdeva, Anupam Sibal

*Corresponding author for this work

Research output: Contribution to journalArticlepeer-review

3 Citations (Scopus)


Patient satisfaction surveys help a great deal in identifying ways of improving a hospital's services. Ultimately, that translates into better care and happier patients. Moreover, it shows the staff and the community that the hospital is serious about quality and is looking for ways to improve. This article describes how the Voice of the Customer (VOC) Survey can be used as a tool for improving services. Regular monitoring of VOC scores is essential for minimizing the gaps between service delivery and patient expectations. The present study showcases the various initiatives undertaken to improve the VOC scores from an original 4.40 to 4.77 (on a 5 point scale) at the hospital under study.

Original languageEnglish
Pages (from-to)22-25
Number of pages4
JournalWorld hospitals and health services : the official journal of the International Hospital Federation
Issue number2
Publication statusPublished - 2013
Externally publishedYes


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