An orthopedic group in Virginia has decided to conduct a survey of referral physicians. The results, which are posted on the group’s website indicate the level of customer satisfaction. The group has also posted comments that some of the physicians wrote in the surveys.

  1. Describe what this group is doing in terms of attempting to recognize the customer contact process.  
  2. Explain the integration of this strategy into a total marketing program for the orthopedic group.  
  3. Outline at least two suggestions to improve the level of customer satisfaction for the orthopedic group.

REMEMBER all WAs must be at least 4 pages long, written in APA format and must include at least two relevant peer-reviewed references. When discussing each question be sure to make use of the peer reviewed literature to support your statements, not personal experience.

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