The RBV Blog

The people, products, and ideas shaping healthcare today – by Dr. Richard Vanderveer, Chief Innovation Officer, ThinkGen

Dissatisfaction With A Satisfaction Questionnaire

April 23, 2019

Check this out.  Play the video. What you will hear is the story of customer satisfaction research gone horribly wrong. More specifically, you will hear Bob Lederer’s dismay when he responds to a customer satisfaction questionnaire with an appropriate panning of a car company that knowingly had a software glitch that was ruining engines in their own cars. Bob’s car was a victim of the glitch, and he was going to be without his car for 30 days while the dealer got a new engine block and made the repair.

Here’s the ketch. Since Bob reported on a survey that he was understandably DISsatisfied with the results of the service visit at which he got this bad news, the service manager that had previously been so helpful to him ironically wound up being denied her monthly bonus because she, rather than the car company, was perceived by the customer satisfaction researchers as the cause of Bob’s dissatisfaction. Result? She lost her monthly bonus. And was royally ticked off at Mr. Lederer!

Bottom Line. And here is the real kicker. Lederer declares at the end of the piece that as the result of this unfortunate experience, he will now feign satisfaction on subsequent surveys rather than get somebody in trouble. In a world in which I have regularly had sales and service people, knowing that I would be surveyed about their performance, ask me to make sure I give them top ratings, I think there is only one logical outcome of all of this. More specifically:

Stop this foolishness! As I reported in a previous post, it has been demonstrated that satisfaction scores don’t correlate with anything meaningful anyway.  

So, let’s just stop annoying customers with this goofy research!!!

Our Newsletter

Richard Vanderveer, Ph.D.

In addition to his blog, Dr. Vanderveer has written numerous articles on innovation in healthcare marketing and marketing research - not only to challenge new thinking, but also to provide specific and practical advice.

Dissatisfaction With A Satisfaction Questionnaire

April 23, 2019

Check this out.  Play the video. What you will hear is the story of customer satisfaction research gone horribly wrong. More specifically, you will hear

Addicted Medical Professionals

April 18, 2019

Numbers are one thing. Like, 10-15% of medical professionals will, at some point in their lives, become involved in substance abuse. But as usual, numbers

The Importance Of Removing Sutures

April 17, 2019

Here is a fascinating little article. Commentary from one surgeon as to why it is so important for the doctor who placed the sutures to

What Family Practice Should Look Like

April 16, 2019

Check this out. Usually when I do a riff on Pamela Wible, M.D., it focuses on her work in understanding and preventing physician burnout and

Please Don’t Tell My Family

April 11, 2019

Check this out. What you will see is an Oncologist’s recounting of the sad story of a 46-year old, non-smoking, active runner, wife and mother.

When Is A Surgeon Too Old To Operate???

April 10, 2019

The FAA requires that airline pilots retire at age 65. Should there be a similar rule for surgeons?  Check this out. What you will learn is

Doctors Need To Shut Up More, Says This Doctor!!!

April 9, 2019

Check this out. What you will see is a thought-provoking article by a physician who is also a freelance writer. In it, he questions the

Death By Patient Satisfaction

April 4, 2019

I’ve done riffs on the craziness of evaluating and compensating physicians based on patient satisfaction before. But you will find new, and humorous, insights on

Is Gastroenterology Just Like Every Other Specialty???

April 3, 2019

Check this out. What you will see is a post that posits that trends that are occurring across healthcare can be viewed as fractal repeats of

What Doctors Can Learn From Taxi Drivers

April 2, 2019

Today, I have for you a one-two punch. I am going to send you to two URL’s. No extra charge. Here is the first one. An

Imagine…

March 27, 2019

  Check this out. What you will find is the story of a physician mother who temporarily loses her young son in a busy department

Tweets, Likes, and Liabilities

March 26, 2019

I can’t top the title that the author of this book serves up, so I am not going to try to conjure up some hokey

Becoming A Healer

March 21, 2019

As most of you know by now, I love words. I am fascinated by words. One of my favorite learnings in undergraduate school was the

gofundme for Medical Bills

March 20, 2019

Check this out. What you will see is a piece that notes that, with increasing frequency, people are turning to crowd sourcing to help cover

I’m An ER Doc and I Have No Friends

March 19, 2019

We have talked about ER docs before. The strains of encountering an endless stream of unknown patients. Dealing with drug seekers. Fuming as they sew

“Next Level” Physicians

March 14, 2019

Check this out.  We have talked about this kind of thing before. But here it comes again. Physicians building “side gig” careers by helping other doctors

Why Can’t Consumers Order Their Own Chest X-Rays???

March 13, 2019

Okay, that question is sort of tongue in cheek. But it reflects the spirit expressed by the MD Whistleblower in this post about consumer genetic testing kits

Learning Continuity Of Care

March 12, 2019

Here is something I hadn’t really thought a lot about. According to this blogging medical student’s astute observation, medical school is a largely fractured experience. One month

One Sikh In The Doctors’ Lounge

March 7, 2019

I haven’t hit you with one of ZDoggMD’s riffs lately, so here goes. Take a listen, it’s only two minutes. As usual, while the parody is cute

The Best Apps For Physicians???

March 6, 2019

Check this out.  What you will see is a list that purports to hold forth some of the best apps available for doctors. Don’t spend a

Okay, Maybe This Doctor Really Is “The Medical Intellectual!!!”

March 5, 2019

In last Thursday’s post, we talked about Dr. Arbindi’s informed perspectives on the changing role of pharmacists and the impact that corporate policies have on

The Changing Role Of The Pharmacist

February 28, 2019

The physician pictured above, Dr. Vamsi Arbindi, blogs under the title “The Medical Intellectual.” Laying claim to that territory is one thing, defending it is another.

A Bioethics Writing Contest???

February 27, 2019

Yup! Check this out. What you will see are the results of an annual contest which has students write essays on selected ethical issues. This year

What “Compassion” Should An Emergency Room Provide?

February 26, 2019

Check this out. What you will see is an ER doc with a real dilemma. What he has in front of him is a homeless

nsurance Companies That Can Kill

February 21, 2019

Check this out. What you will see is the story of a lawsuit against AETNA for denying coverage for a potentially lifesaving therapy for the

What Marie Kondo Can Teach Us About Physician Burnout

February 20, 2019

Check this out. What you will see is a piece that is interesting at two different levels. First, it is interesting because it is written

The Power Of Narrative Medicine

February 19, 2019

Check this out. What you will see is a piece that focuses on the importance of a physician allowing a patient to tell her story.

MM Vs. AM

February 14, 2019

Huh?  Check this out.  What you will see is a blog post, penned by an Endocrinologist, arguing that Mainstream Medicine needs to do a better job in

Here Is Our Old Friend Dr. Pamela Wible Again

February 7, 2019

Only this time she is not writing about physician burnout and suicide, which we have frequently seen her do in the past and on which

Ah, Productivity!!!

February 6, 2019

Check this out. What you will see is a fascinating article from the association of hospitalists. In it, you will see the author wrestle with why

Your Smart Phone Dermatologist

February 5, 2019

Check this out. What you will see is the review of an app that helps the user to diagnose and keep track of moles that

A Picture of Strength

January 31, 2019

In this article, you will see Dr. Andrea Eisenberg, the Ob/Gyn pictured above, describe the first time she attended a patient’s funeral. Read the story.

Doctors And “Gun Sense”

January 30, 2019

Check this out. What you will see is a really strange debate that has been going on for some time now. The question? What is

Physicians as Entrepreneurs

January 29, 2019

Check this out. What you will see is a piece by a physician who, with a colleague, set up a “direct pay” primary care practice.

Social Media - Friend Or Foe Of Science???

January 24, 2019

Easy one. Foe. Check this out. You will see that in a recent JAMA report, the AMA called for “protecting” the sanctity of medical science in

Medical Scribes Are A Band-Aid!!!

January 23, 2019

At least according to this physician’s perspective. I think this doc is on to something. In a world in which Alexa and Siri can readily

Telemedicine Is Screwing Up Primary Care

January 22, 2019

Check this out.  What you will see is commentary on Telemedicine that is as damning as it gets. The problem of telemedicine doctors writing unnecessary

What To Do When Bad Press Tanks Your Stock

January 17, 2019

Check this out. What you will see is an article that describes what JNJ is doing to counter the influence of a recent expose’ that

The Essential Nature Of Habit

January 16, 2019

Check this out.  What you will see is the summary of a presentation given a few weeks ago by habit expert Nir Eyal. The point

A Drug Company Just Sent This Guy A Big Check!!!

January 15, 2019

Check this out.  What you will see is a Time Magazine story that reports on techniques that pharmaceutical companies use to “hook people on their

Medicalization And Demedicalization In U.S. Healthcare

January 10, 2019

HUH? Check this out. What you will see is a brief but poignant point being made by our old friend, The Country Doctor. Here, he points

Emotional Context

January 9, 2019

Check this out. What you will see is the story of a doctor who gets a surprise. A patient who he actually hates seeing in

JNJ CEO Sees Big Opportunities For His Company In Working With Amazon

January 8, 2019

Check this out. What you will see is an interview with Johnson & Johnson’s CEO Alex Gorsky. Gorsky sees a number of different ways in

No Laughing Matter!!!

January 3, 2019

Check this out. What you will see is a summary of the transcript of a physician/patient dialogue during the course of one oncology office visit.

The Inmates Now Are Running The Asylum

January 2, 2019

Check this out.  What you will see are the stories of several patients who have psychiatric advanced directives (PAD’s). Yup, they are what they sound

Three Secret Rules Of Innovation

December 20, 2018

  Check this out.  What you will see is a pithy MM&M article on three rules of innovation. They are all good, but I am

What Dr. Rosalind Kaplan Has Learned In Urgent Care

December 19, 2018

Check this out. What you will see are the initial impressions of a traditional Internist who, apparently out of dissatisfaction with the traditional Internal Medicine

The Dangers Of “Patient Satisfaction”

December 18, 2018

No, I am not saying that having satisfied patients is dangerous. That’s silly. Or is it? Check this out. Last week, we talked about the

When Is Cheaper Not???

December 13, 2018

Check this out. Yup. EpiPen pricing again. We haven’t talked about this inflammatory issue in quite some time. But here we go again. Strange back

The Osteopathic Oath

December 12, 2018

Check this out. What you will see is a riff by an osteopathic PCP on the difference between the osteopathic oath that she took and

Page 1 of 37