Originally published June 16, 2017 By Theresa Pablos, DrBicuspid.com associate editor
June 16, 2017 — Patients appear dissatisfied with the dental service/support organization (DSO) experience, according to the results from a new survey. Those who received services from DSOs ranked their customer experience far below that of other industries, including insurance and retail.
Management and consulting firm West Monroe Partners asked thousands of patients how likely they were to recommend their DSO and what factors were most important them. In a brief with the survey findings, authors Kristin Irving and Paul Hagen advised DSOs to focus on bringing in quality dentists, rather than opening additional locations.