Case Study: VHA
2008 Member Satisfaction With VHA Supplier
VHA believes it is critical to monitor the performance of our suppliers and the satisfaction of our members. To this end, we perform annual member satisfaction surveys for each of our suppliers. Through this effort we ensure that suppliers continue to deliver high service standards that VHA health care organizations expect and deserve.
Composite Satisfaction: An average of two scores: "Overall satisfaction" and "To what extent has supplier met member's expectations"
Composite Staff Assessment includes: Knowledge of your specific business needs, personal knowledge and expertise, responsiveness, accessibility and overall service attitude.
Implementation/On-going Support includes: Resolving problems that arise, delivering according to schedule, providing what was originally promised, and on-going support.
Ease of Doing Business: Ease of doing business compared to competitors.
Surveys use a scale of 0-10. The above scores are determined by converting the survey scale to 100 points and calculating an average score. VHA considers a score below 70 as needs improvement, 70's as good, 80's as very good, and 90+ as superior.
Scores were generated by 11 responses from a total of 27 surveys submitted to members, a 41% response rate.