At Dansk Sundhedssikring we believe in the close and continuous dialogue with the world around us – that is our livelihood! When insurance holders make use of their health insurance (the users) then we ask them to fill in a customer satisfaction questionnaire. We contact the users immediately after they have contacted the Health Team with their claim. If the claim is covered or a service is performed then we will contact the users again when the treatment / examination / surgery is finished or is close to being finished.
How we do it – Upon making a claim we receive the insured´s email to which we send a link for the online questionnaire. We touch upon a variety of topics in the form of statements and ask the users to rate these on a 5 point scale (agreement/satisfaction). There is also the option of open answers.
Our experience since 2013 is that close to half of those we contact would like to enter a dialogue with us.
We appreciate both positive and negative feedback and continuously use this to adjust the process, choose the best treatment providers etc.
See the results from the latest quarter here!