The Centers for Medicare & Medicaid Services (CMS) is sponsoring a Medicare Contractor web sites customer satisfaction survey initiative. These website satisfaction surveys have been deployed at most Medicare contractors. They give Medicare contractors experience with a measure that will be instrumental in computing customer service performance standards for future Medicare Administrative Contractors. The surveys run continuously at each contractor's web site and expose a sample of users to a limited, but directed and predefined set of questions. Standard questions in each survey utilize the methodology of the American Customer Satisfaction Index and link to measurable and nationally benchmarked indicators for satisfaction, future behavior and customer impact. A corporate web-satisfaction management company, ForeSee Results, manages and operates the surveys, stores the surveys and responses on its computers and data processing equipment, and analyzes and reports survey results to CMS and each individual Medicare contractor.

Additionally, CMS is furnishing a web site analytic tool, supplied by Maxamine, Inc., to the Medicare contractors participating in the web site customer satisfaction survey initiative. The tool scans Medicare contractor web sites through a series of "spiders" that crawl through web site pages. The scans are the basis for reports on web site architecture characteristics, structural integrity, technical capabilities and other quality and compliance criteria that are shared with the Medicare contractors.

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Page Last Modified: 08/18/2008 5:12:25 PM
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