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McGuff CPS Report:
Annual Customer Satisfaction Survey
2006
McGuff CPS continually strives to meet our quality policy statement: “To Retain Our Uncompromising Passion For Quality Pharmaceuticals And Customer Satisfaction”. In pursuit of our quality policy, McGuff CPS has developed and implemented several systems intended to monitor, measure and report on customer satisfaction. One of the many tools we have implemented is our annual Customer Satisfaction Survey.
In this news brief, we hope to convey the significance of the Customer Satisfaction Survey and report on our efforts to meet and exceed our customer’s needs and expectations. The survey is intended to show the correlation of the various aspects of McGuff CPS customer interactions to the perceived level of customer service.
As a company dedicated to supporting the physician office practice and hospital markets, we have the opportunity to listen to customer feedback from physicians, medical staff, and patients regarding the compounded medications and services we provide. The Customer Satisfaction Survey provides participants with the opportunity to provide their individual points of views and concerns. We value this input very much and have summarized the results of the survey for our customers to view for themselves.
In considering the nature of our customers and the busy and demanding nature of their professions, the survey was constructed to keep the length of the survey brief and efficient. The results of the survey are used to evaluate our ongoing operations and find ways to either improve or strengthen existing procedures and practices. Ultimately, we conduct these surveys to improve what we do and ensure we consistently meet our customer’s needs and exceed their expectations.
To prepare the survey, we first reviewed past surveys. We also created a list of items compiled from pre-survey interviews with randomly selected clients and in-house staff. Using past surveys and the compiled list, we refined our survey questions to ensure the survey would not be unduly intrusive, cumbersome or redundant, but would also provide sufficient feedback to allow us to understand were we might need to improve.
As we have applied the Customer Satisfaction Survey through the years, we have better understood how our customers view us and the job we do. We are pleased to report that the level of customer satisfaction remains quite high on a consistent basis. Generally, customer satisfaction scores were well above average in every category we monitor. Overall customer satisfaction remains high with scores in every category above 4.29 (scale 1 to 5, 5 being very satisfied).
Our thanks go out to each and every survey participant. Without their support, we would not be the customer-focused and quality dedicated company we are today.
Summary of McGuff CPS Customer Satisfaction Survey:
Questions requested the degree of satisfaction, with responses on a scale of 1 to 5, 1 being Very Dissatisfied , 3 being Neutral, to 5 being Very Satisfied.
- How satisfied are you with the variety of products compounded by McGuff CPS?
- 4.84 on a scale of 1 to 5 (this response is unchanged from than last years 4.84)
- Regarding the compounded medications provided by McGuff CPS, how satisfied are you with the overall quality of the medications?
- 5.00 on a scale of 1 to 5
- This response is consistently high year to year and slightly higher than last years 4.91
- How satisfied are you with McGuff CPS timely delivery of products?
- 4.66 on a scale of 1 to 5
- This response is consistently high year to year, but slightly lower than last years 4.80 – See comments concerning our carrier
- How satisfied are you with Customer Service when placing an order?
- 4.97 on a scale of 1 to 5
- This response is consistently high year to year, but slightly lower than last years 5.00
- How satisfied are you with prices charged by McGuff CPS compared to other compounding pharmacies you may use?
- 4.29 on a scale of 1 to 5
- This response is consistently high year to year, but slightly lower than last years 4.41
- What one thing would you like to see changed at McGuff CPS? Do you have any comments or suggestions that may help us meet your needs better in the future?
- May we use your responses as published testimonial?
Customer Survey Comments
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The following products were requested (1):
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Comments on inter-company transfer of telephone orders (1):
- Would like to see us be more centralized when placing orders.
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Pricing concerns (4):
- Lower your prices
- Not happy with $200.00 minimum order requirement
- Prices too high
- Would like to see no COD charges.
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Shipping Concerns (2):
- New shipping carrier – Carry [use] other than [carrier] (has had problem with delivery from [carrier])
- Reliability regards to delivery company. Would like us to use another company besides [carrier].
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Positive Remarks, Misc. (5):
- No changes. No comments.
- No changes should be made.
- No Problem (great service!)
- Feels like old friends. - The tubing I need has to be special ordered. Customer service keeps one case on order for me - I'm so grateful. I love McGuff CPS.
- "Perfect"!
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Catalog related (2):
- Catalog - please send the latest version ([Employee] sent the new catalog as requested).
- Would like updates on new products.
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Online ordering (1):
- Should have better access on computer website. [Client] is having much difficulty. [Client] wants to order products on-line. [Client] wants to see osmolarity information on-line.
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Overall, the survey indicates that McGuff CPS is doing an excellent job in meeting the customer's requirements and expectations. Our future goal will entail holding ourselves to this high level of customer satisfaction in the future.
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