Customer satisfaction

Clinical key indicators 2012

We measure the satisfaction of our different customer groups regularly through annual surveys and standard feedback practices. Every one of our offices has a designated person in charge of quality who, together with the unit manager, processes all feedback and carries out the measures required. All feedback is processed and entered in the electronic system, and customers are always responded to if so desired.

In addition, we measure customer experiences using the Net Promoter Score (NPS). It is an internationally recognized customer experience index which produces comparable information about different service providers. However, what is most important is that we receive feedback from our customers on how we can improve our operations.

Service quality

71

NPS index*

91

NPS index, clinical services**

* Rolling 90 days, 12/2018, respondents to the measurement 1-12/2018, 50,310
** Rolling 90 days, 12/2018, respondents to the measurement 1-12/2018, 7,689