forMD’s Annual Partner Satisfaction Survey

by Greg Chang, MHA, Cofounder, for[MD]

Each year, for[MD] conducts our Annual Partner Satisfaction Survey to better understand how we’re doing. It’s an important part of serving our partners the best we can. Continuous learning, being responsive to feedback, and being data-driven help us drive results for our partners. To date, these efforts have mostly been a closed process where we collect data, discuss internally, and make adjustments as needed. To date, we haven’t done a good job of discussing this process with our partners.

Actual photo of a meeting between forMD and one of our partners.

This year, we’re doing things a little bit differently. In 2017 and beyond, we’ll be summarizing the results of our survey, sharing what we’ve learned, and talking about next steps. While we can’t share the sensitive information, we are committed to communicating this information moving forward.

We hope this process will not only create greater accountability with our organization, but that it will demonstrate our commitment to excellence. Plus, this type of responsiveness will only encourage more of our partners to give us feedback and make us smarter and better. So, without further adieu, here are the results.

Partner Satisfaction

Overall, we saw a 90% partner satisfaction score. We’re very happy with this score. While we’d love for this number to be 100%, we recognize that this is a good spot to be in. That said, a little over 20% were only somewhat satisfied. So, what’s driving that and how can we make it better?

Strengths.

To better understand satisfaction levels, our survey drills down into each of the components of our services. First, the good news. 100% of respondents praised our customer service. I can’t tell you how proud I am of our team. This really speaks to our commitment to our partners and their satisfaction.

In addition, we received excellent feedback about the engagement levels we deliver (see graph below) and our technology.

“I am thrilled with the service. forMD personnel are amazing, keep us relevant with alumni, and consistently bring new ideas to the table.”

Opportunity.

When we asked our partners where we could improve the most, no one area stood out the most. As you can see below, member engagement and reporting were the most frequently mentioned areas, but no one area stands out more than others.

However, when we dug a little deeper, we saw the closest correlation between dissatisfaction and reporting. Other variables were not necessarily tied to our partners’ overall satisfaction. So, what could be driving this? Well, unbeknownst to some of our partners, we had been doing some experimenting with our reports. For the past few years, we had been generating quarterly PDF reports with graphics and recommendations attached to an email summary report. We loved these reports, but frankly, didn’t get much feedback or response from some partners.

So, we wondered if taking the information and putting it directly into the email would elicit more of a response. With that, using a start-up mindset, we begin testing that theory with some partners. A few quarters later, we saw across the board that those partners also told us that they were unhappy with our reporting in our Annual Partner Satisfaction Survey. With that, we’ll be moving back to those reports effective immediately. It turns out communication, not just what we say, but how we say it, is a big driver for satisfaction.

Conclusion

Overall, we’re very happy with our partner satisfaction. Our partners love our customer service and the engagement levels we deliver. That said, the data tells us that we need to revert back to our old reporting structure. With that, we’ll be implementing these changes immediately. If you have any questions or comments, then please feel free to reach out to me at greg@formd.com or Dan Schweber at dans@formd.com.

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