The Centers for Medicare & Medicaid Services (CMS) is sponsoring a contractor operated Medicare provider call center satisfaction survey initiative. These provider call center surveys have been initiated at several Medicare provider call centers. The survey evaluates caller satisfaction when dealing with customer service representatives and/or interactive voice response units. Standard questions were developed to assess customer satisfaction with the provider call centers' toll free service. The American Customer Satisfaction Index methodology is being used to measure nationally benchmarked indicators for satisfaction, future behavior and customer impact. CMS will use the results of the survey to ascertain provider satisfaction and to identify opportunities to improve the level of customer service that Medicare provider call centers provide.

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Page Last Modified: 08/18/2008 5:12:46 PM
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