“The overarching **purpose for collecting feedback is for a team and its individual members to gauge and track their own performance**, not to provide a stick for top management. This means that the team should play the main role in leading out and designing the measurement process and tools. **The tool should be simple and accurate and not try to measure more than a handful of things**: the major things that matter to their customers. I usually insist that at least one question has to do with courtesy, since customers will not likely mention courtesy as a key indicator of quality, but they are certainly offended when it is absent.” --- **Tags** -- [[quotes]], [[customer-feedback]], [[data-analytics]] **Source** -- [[20250112015442 - B - If Disney Ran Your Hospital]]