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Enhancing customer experience: key critical factors in consultations
| Nome: | Descrição: | Tamanho: | Formato: | |
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| 1.16 MB | Adobe PDF |
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Resumo(s)
This research identifies key factors influencing client satisfaction in healthcare, highlighting
the significance of improving customer experience in consultations, hospitalization, and home
hospitalization. It emphasizes global trends in customer empowerment and their impact on the
healthcare sector. Through a comprehensive approach, including literature review and on-site
fieldwork at CUF, tangible aspects like on-site services, time management, reliability, and
empathy emerge as crucial dimensions. The study complements group efforts at CUF,
focusing on analyzing customer touchpoints and feedback systems to develop a unified,
patient-centered experience. Strategic enhancements promise to elevate overall client
satisfaction at CUF, with potential applicability to other healthcare institutions or industries.
Descrição
Palavras-chave
Consultations Customer journey Customer satisfaction Experience Healthcare