Customer satisfaction measurement instruments
With today's focus on cost efficiencies, the health care industry tends to adopt standardized measurement instruments. Market researchers develop a customer satisfaction measurement instrument for the first identifiable segment within the industry. The instrument is then propagated to all other seemingly like segments. From a historical perspective, health care's current approach parallels manufacturing's first efforts to standardize measurements. The Industrial Revolution, which introduced the world to standardization, aimed to produce large amounts of affordable merchandise as inexpensively as possible. This aim led industry to a one-size-fits-all manufacturing model.
Jeffries, Rella D., and Patrick R. Sells. "Customer satisfaction measurement instruments." Quality Progress 33, no. 2 (2000): 118.