2011年度上海地区有创呼吸设备主流厂商售后服务满意度调查及启示

Year 2011 Satisfaction Survey in Shanghai Region on After-Sales Service of Main Invasive ventilator Suppliers

目的:得到上海二级以上医院对有创呼吸机从设备安装、维护到维修等一系列服务满意度的基本信息,进一步了解有关维修服务方面亟待解决的问题。方法:问卷调查上海地区82家二级以上医院的有创呼吸机2011年的售后服务满意度。结果:有创呼吸类设备整体满意度较往年有普遍性的提高。结论:满意度结果的改善表明各家供应商对售后服务工作足够重视并努力改善,这对供应商售后服务管理是一个成功的尝试。

Objective To collect the satisfaction survey data from level 2 above hospitals in Shanghai on invasive ventilator after-sales service including installation,maintenance and repair activities,and understand the key problem from after sales service aspect.Methods The questionnaire survey was performed on after-sales service satisfaction in 2011 among 82 level 2 above hospitals holding invasive ventilators.Results Overall satisfaction of service on invasive ventilator was increased in general.Conclusion Satisfaction survey result proves all suppliers pay enough attention and effort on after sales service,which is a good trial to manage service quality of supplier.