To read this content please select one of the options below:

Customer satisfaction measurement at Private Patients Plan

David Rose (Private Patients Plan as Data Processing Manager in 1974. He was appointed to the Board in 1982 as Membership Services Director and in 1985 became Director of Operations. In this position, he is responsible for all company, personal and internal health insurance business. He is a member of the British Computer Society and a Fellow of the Institute of Management, sitting on its South East Regional Board.)

Managing Service Quality: An International Journal

ISSN: 0960-4529

Article publication date: 1 February 1995

1476

Abstract

Describes the service strategy adopted by Private Patients Plan (PPP) to achieve quality improvement plus customer satisfaction. Covers six areas: the marketplace; the customer; how customer satisfaction is measured; use of the telephone; maintaining standards; and use of technology.

Keywords

Citation

Rose, D. (1995), "Customer satisfaction measurement at Private Patients Plan", Managing Service Quality: An International Journal, Vol. 5 No. 1, pp. 38-42. https://doi.org/10.1108/09604529510796331

Publisher

:

MCB UP Ltd

Copyright © 1995, MCB UP Limited

Related articles