Customer Satisfaction and perceptions study
Air Liquide (Homecare) Ltd commissioned Lake Market Research to conduct a quantitative evaluation of satisfaction in the South West to understand whether there has been any change in perceptions and satisfaction with the service provided. The survey was conducted via a postal methodology and patients were invited to take part. The questionnaires and covering letters were formatted and printed by Lake Market Research and were sent to Air Liquide (Homecare) Ltd together with the selected sample list to distribute to patients for confidentiality reasons. A sample of 1,000 were invited to take part. Responses were tracked and a sample of those that did not respond were sent a reminder letter with 2 weeks in which to complete and return the survey. A 47% response rate was achieved. Analysis and reporting focused on tracking perceptions versus the satisfaction survey conducted previously, differences in perception by subgroups and highlighted potential areas of future improvement.