Page History

Topic

Measuring Customer Satisfaction: Case Studies from Hospital Quality Reporting Program (HQR) and Quality Payment Program (QPP)

Program

This month's Community of Practice event, we heard case studies from HQR and QPP to learn how they’ve implemented customer satisfaction surveys into their HCD practice. These surveys provide a continuous feedback mechanism for customers to express actionable praise and critique of CCSQ products and services. We learned about aspects of customer satisfaction research at CCSQ, such as: 

• Securing PRA coverage 
• Survey tools used on these projects 
• Writing customer satisfaction survey questions 
• Leveraging site intercept survey technology 
• How the HCD Center of Excellence can support your team’s customer satisfaction research 

The discussion was led by HQR presenter, Lesley Humphreys, of Bellese Technologies, QPP presenter, Kiel McLaughlin, of Agile Six Applications, Inc. and Leann Down, of Huge, Inc. 

Lesley Humphreys - Human-Centered Design Lead, Bellese Technologies 
Lesley has been working in information design for 15 years, and during that time, she has been fortunate to contribute to a diverse array of government projects, including a re-architecture of the US Forest Service and U.S. Citizen and Immigration Service (USCIS) websites, the design of a new end-to-end patent review application for the US Patent and Trademark Office (USPTO), the ESRD Quality Reporting Systems (EQRS), the Medicare Payment System Modernization Program (MPSM), and currently, Hospital Quality Reporting (HQR). She is a founder of the Baltimore UX Meetup and has a User Experience Managers' Certification from the Nielsen Norman Group

Kiel McLaughlin, Research Lead - QPP Human-Centered Design, Agile Six Applications, Inc. 
Kiel is the Research Lead with the Quality Payment Program HCD team (QPP), since 2019. He has been an HCD/UX Researcher/Designer for 6 years in the government space.  Kiel graduated from the Interaction Design & Information Architecture program at University of Baltimore. Kiel lives in Baltimore, has two cats, and a 6-month-old son. 

Leann Down, MPP, MSW - Senior Researcher, Huge, Inc.

Leann is an applied mixed-methods researcher, bringing an interdisciplinary approach to understanding the ways people engage with content, products, and technologies. Prior to joining Huge, Inc. and the Agile 6 team, Leann worked as an evaluation consultant to develop, design, evaluate, and implement new communications and sociotechnologies within nonprofit and US federal agencies, including NIST, NSF, and DOD. She holds masters degrees in public policy and social work from the University of Michigan, Ann Arbor. 

Resources

• Recording

• HQR Deck

  • HQR Customer Satisfaction Survey Case Study
• QPP Deck
  • QPP Customer Satisfaction Survey Case Study
• Measuring Customer Satisfaction
• Paperwork Reduction Act

What's Next

• HCD Community of Practice on Thursday, October 27 at 1 PM ET. Look for more information soon. 
• CCSQ 4th Annual World Usability Day: Our Health on Tuesday, November 8. Look for more information soon. 
• Please tell us about your experience with the HCD Community of Practice by completing a brief survey.

• Registration is now open for the course: Introduction to Human-Centered Design on October 18 & 19. 

We're Here to Help Your Customer Satisfaction Research!

The HCD Center of Excellence is here to support you as you participate in the CCSQ-wide goal of increasing customer satisfaction research. We can partner with you through key tasks, such as: 

• Establish and test a site intercept survey tool
• Determine questions for satisfaction, ease of use, and efficiency
• Define a statistically relevant sample for continuous data collection
• Resolve PRA coverage and Information Collection Request (ICR) for site intercept survey
• Complete and submit Third Party Website and Applications (TPWA) form for the site intercept tool
• Determine approach for survey display 
• Establish a plan for leveraging ongoing customer data

 Use the buttons below to email us or submit a project intake through Confluence and our team will follow up with you shortly