Case Study 9 Evaluating Health Provider Service Performance Using Textual Responses
Gary GaethSatish GarlaGoutam Chakraborty
Introduction
The service industry has always relied on customer feedback for improving day-to-day business operations. Customer feedback is collected through surveys sent to the customer via mail, telephone and email. A survey can be used to collect different types of information. Typically a large portion of a survey contains closed-ended questions. When collecting service feedback, these questions expect customers to rate their experience on a scale, for example a Likert-scale. In addition, a small portion of the survey questionnaire is devoted for open-ended questions where a customer is allowed ...
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