Track and analyze member satisfaction trends, service area performance, and engagement metrics to ensure high-quality member experience and identify areas for improvement.
Report Objective
This quarterly analysis examines member satisfaction across all service areas, tracking overall satisfaction scores, Net Promoter Score (NPS), and specific service area ratings. The report aims to identify trends in member experience, highlight areas of excellence, and uncover opportunities for service enhancement.
Overall Member Satisfaction Trends
Line chart tracking overall satisfaction and NPS scores over time
Questions to Consider:
How has overall satisfaction trended over the past year?
What is driving changes in NPS scores?
Is the survey response rate sufficient for meaningful insights?
What factors are driving the recent improvement in satisfaction scores?
How do seasonal factors affect member satisfaction?
Are survey response rates consistent across quarters?
Service Area Performance
Bar chart comparing satisfaction scores across different service areas
Questions to Consider:
Which areas consistently receive the highest satisfaction ratings?
Are there specific services showing concerning satisfaction levels?
How do complaint rates correlate with satisfaction scores?
Which service areas have the highest member satisfaction?
Is there a correlation between complaints and satisfaction scores?
What best practices from high-performing areas can be applied elsewhere?
Member Engagement and Retention
Line chart showing visit frequency and retention rates
Questions to Consider:
How does engagement correlate with satisfaction?
Are there seasonal patterns in member visits?
What is the relationship between visit frequency and retention?
What drives increases in visit frequency?
How does visit frequency correlate with retention rates?
Are there specific programs driving higher engagement?