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目的了解客户满意度调查结果对职业卫生技术服务机构业务工作的影响及作用。方法通过在客户交流会、技术服务工作期间,或以邮件的方式,发放调查问卷进行职业卫生技术服务满意度调查,内容包括服务质量、服务态度、技术水平、资料处理、编写内容、信息沟通、收费标准、结果解答、报告速度等10方面的问题,并对结果进行统计学分析。结果 2010—2013年本服务机构客户的总体满意度分别86.68%、87.86%、86.41%和87.84%;单项总满意度最高的是技术水平,达到91.95%;满意度最低的是报告速度,仅80.82%;对企业服务态度、结果解答、信息沟通项的满意度呈逐年上升的趋势(趋势χ2=7.921、8.230、7.882,P<0.05)。结论满意度调查是职业卫生技术服务质量控制工作中的重要环节,对服务机构的业务工作有一定指导作用。
Objective To understand the impact of customer satisfaction survey results on the professional services of occupational health services. Methods Satisfaction surveys of occupational health and technical services were conducted by questionnaires distributed during customer exchanges, technical services or by mail. The contents include service quality, service attitude, technical level, data processing, content preparation, information communication, Charges, answers to the results, reporting speed and other 10 aspects of the problem, and the results of a statistical analysis. Results The overall satisfaction of the service agencies in 2010-2013 was 86.68%, 87.86%, 86.41% and 87.84% respectively. The highest level of individual satisfaction was technical level, reaching 91.95%. The lowest satisfaction rate was reported at 80.82 %; Satisfaction with enterprise service attitude, result solution and information communication items showed a tendency of increasing year by year (trend χ2 = 7.921,8.230,7.882, P <0.05). Conclusions Satisfaction survey is an important link in the quality control of occupational health technology service, and it has some guidance to the service work of service agencies.