Complaint analysis is most useful in identifying which of the following?
A.
customer expectations
B.
quality of the services rendered
C.
adherence to standards
D.
competence of personnel
The Answer Is:
A
This question includes an explanation.
Explanation:
Explanation: Complaint analysis identifies customer expectations (A) by highlighting gaps between patient expectations and experiences. Quality of services (B), standards adherence (C), and personnel competence (D) are secondary. NAHQ prioritizes customer expectations in complaint analysis.
[: NAHQ CPHQ Study Guide, Performance and Process Improvement Section, “Patient Feedback and Complaint Analysis”; NAHQ CPHQ Practice Exam, Customer Experience Metrics., ]
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