Delayed Client Feedback: Real-Time Feedback Channel
To address issues such as difficulty in collecting client opinions and slow problem handling, a “dual-channel feedback mechanism” is opened:
- Clients can anonymously/real-name rate and provide feedback on process experience and service issues through a service evaluation mini-program (triggered 7 days after the operation).
- A “Customer Complaint Rapid Response Specialist” is assigned. After receiving feedback, the specialist contacts the client within 1 hour and provides a solution (e.g., unsatisfactory adjustment, compensatory care) within 24 hours.
- Feedback data is summarized monthly, and processes are optimized for high-frequency issues (e.g., long waiting time, insufficient post-operative guidance) to improve service quality.
