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Maryland Quality Scale Survey

Category:
Small Business - Worksheets and Surveys
State:
Multi-State
Control #:
US-04036BG
Format:
Word; 
Rich Text
Instant download
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Description

Customer satisfaction is defined by whether the customer chooses to do business with you or your company in the future. Many factors play a role in customer satisfaction, including customer service, product quality and the ease of doing business. Companies must consider customer satisfaction as an important role in the lifetime value of a customer.


Many businesses have found value in surveying customers about satisfaction. Follow up with any concerns or issues the customer addresses. Customer surveys are an excellent way to discover new services or products customers want.

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FAQ

Here are some examples of Likert scale survey topics and questions: I prefer to shop online rather than in stores. The answer options might include strongly agree, agree, neither agree nor disagree, disagree, and strongly disagree.

Examples include the CAHPS Health Plan Survey, the CAHPS Hospital Survey (HCAHPS), and the CAHPS Clinician & Group Survey (CG-CAHPS). CAHPS surveys may be administered by phone, email, and/or mail, depending on the certification of the vendor administering the survey.

Rating ScalesThree-point Scales. Good - Fair Poor. Agree Undecided - Disagree.Five-point Scales (e.g. Likert Scale) Strongly Agree Agree Undecided / Neutral - Disagree - Strongly Disagree.Seven-point Scales. Exceptional Excellent Very Good Good Fair Poor Very Poor.

Many of you have probably seen scales asking about agreement strength, likelihood, or satisfaction (i.e. very unsatisfied, unsatisfied, neither satisfied nor unsatisfied, satisfied, very satisfied). Use these questions when you want to gauge the opinion of your respondents.

Scaled-response questions are questions that have a predefined answer list with options that are incrementally related to each other with the purpose of measuring the intensity to which a respondent feels toward or about something.

The ED CAHPS Survey is composed of 35 questions, or items. Survey content covers the following topics: Going to the emergency room, During this emergency room visit, People who took care of you, Leaving the emergency room, Overall experience, Your health care, and About you.

All surveys officially designated as CAHPS surveys have been approved by the CAHPS Consortium, which is overseen by the Agency for Healthcare Research and Quality (AHRQ).

The Medicare CAHPS survey is conducted annually. CMS is required to provide up-to-date information to Medicare beneficiaries each year prior to the annual enrollment period to help them make more informed plan choices.

In rating scale questions (sometimes referred to as ordinal questions), the question displays a scale of answer options from any range (0 to 100, 1 to 10, etc.). The respondent selects the number that most accurately represents their response.

About the survey: The MA & PDP CAHPS Survey is administered annually to a large sample of MA & PDP beneficiaries using a mixed mode data collection protocol that includes two survey mailings and telephone follow-up of non-respondents to the mailed questionnaire.

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