Picture this. You have been running a practice quite happily for years. But there is a new practice – part of a chain – in town. How can you, as an independent, compete and flourish?
It is not a new problem, but it is one that more practices are facing as many of the multiples expand their networks. But there is an answer, and it is one that applies even when there is no direct competition – offering the best possible service to patients.
According to Joanna Causon, chief executive officer of the Institute of Customer Service, good service can be just the tonic. She bases her comments on empirical evidence, the most recent of which is the January 2022 UK Customer Satisfaction Index (UKCSI) – a survey in its 12th year that polls 10,000 consumers to track the effects of customer service on business performance.
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