Getting better: How a client satisfaction survey can enhance both your marketing and treatment outcomes

Abstract

Many clinicians are struggling with how to ethically respond to the prevalence of consumer review sites. Some fear negative reviews and worry that the easy accessibility of such reviews will significantly impact both current and potential clients in their practice. Others simply wish for a more balanced and ethical way to measure client satisfaction rather than passively waiting for the elated or enraged client to review their practice. Clinicians can be more proactive about managing their online presence by routinely measuring both client outcomes and satisfaction and sharing this data on their own website. The author discusses the development and use of a measure to help easily and ethically resolve the dilemma of online reviews. She also describes her involvement in digital culture and how this has led to a career focused upon ethics and social media.