June 6, 2023
11:15AM - 12:15PM
Lessons Learned From 25 Years of Targeted Safety Program Client Satisfaction
Dr. Bob Emery, University of Texas HSC
Successful service industries constantly solicit client feedback to gauge how their organization is performing and determine how clients feel about the relationship that has been established. A tremendous amount of thought is put into the types of surveys conducted and the questions asked so that strategic information can be obtained. Safety programs are service intensive operations, but unfortunately, feedback is typically obtained only from (1) unsolicited feedback in the form of complaints, (2) training course evaluations (known as “smile sheets”), (3) a few generic questions in a larger organizational human resources workplace survey, or (4) passive survey links posted on a website or email message, imploring the viewer to “let us know how we did”. In this presentation, the value of obtaining client feedback in a more proactive, targeted, and systematic way will be discussed. The knowledge gained from 25 years of targeted surveys performed at the University of Texas Health Science Center at Houston will then be presented. The commonalities recorded are stunning and perhaps not what the average safety professional would anticipate. The presentation will also include a discussion about the way the survey results are displayed and communicated, along with the subsequent decisions that were made based on the findings.