CUSTOMER SATISFACTION

This is the first time that such a powerful channel for discussion and sharing has been opened. It is a very important opportunity to continue our path of continuous improvement, not only in the interest of the company, but of the entire healthcare world.

Listening to the customer is a caring action that opens up a mutual dialogue: the point of view of those who rely on Servizi Italia as a partner and supplier is, in fact, a fundamental lever for improving and raising our service standards: this is why, in the first half of 2024, we embarked on a process of listening and assessing the quality of our services through our first Customer Satisfaction Audit.

Unlike a simple popularity survey, this is an in-depth and structured analysis that develops in several stages, including data collection, analysis, identification of areas for improvement and definition of concrete strategies.

This strategic tool has enabled us to:

obtain a complete picture of the relationship with our customers,
identify our strengths and areas for improvement,
verify the existence of needs not yet expressed.

Our approach for objective analysis

Customer Satisfaction approccio obiettivo

In order to ensure the objectivity and effectiveness of the analysis, Servizi Italia chose to rely on Cerved Group, an independent third party specialized in data management, processing and distribution.

This ensures impartial results, avoiding the risk of subjective evaluations and providing a valuable external perspective for our improvement process.

With the aim of obtaining a comprehensive view of the perception of our services and our company in the market, the survey explored a wide range of topics:

brand positioning,
overall satisfaction,
the relationship with interlocutors,
the quality of services,
comparison with the competition (where possible).

The results of the audit

The data from the audit showed that Servizi Italia is a well-recognised brand with a strong image.
In particular, we recorded peaks of higher satisfaction in the textile sterilisation and surgical instrument services, areas where we have significantly invested in innovation and quality.

Constant commitment to excellence continues

The Customer Satisfaction Audit is not an isolated activity, but is one of the steps in a process aimed at regularly surveying the satisfaction of our customers in order to keep our services in line with their expectations.

This approach allows us to:

monitor factors of importance to customers, ensuring constant levels of efficiency;
intervene on the factors that generate less satisfaction by reviewing the underlying processes;
anticipate future market needs.

Your voice counts

We are always looking for feedback and suggestions.
If you are one of our customers or partners, we invite you to share your experience and ideas. Your contribution is crucial to our continuous improvement path.

Together, we are building a future of excellence in the health service.