Internertional Association for Healthcare Security and Safety (IAHSS) Advanced Officer Certification Practice Exam

On average, satisfied customers tell how many other people about their positive experience at a healthcare facility?

1. 1 to 2

2. 2 to 3

3. 4 to 5

4. 6 to 7

The correct answer is: 4 to 5

The selection of four to five individuals as the average number of people that satisfied customers tell about their positive experiences at a healthcare facility is rooted in research about customer behavior and word-of-mouth communication. Studies generally indicate that satisfied customers are likely to share their positive experiences with a relatively small group, which includes family, friends, and colleagues. This behavior is influenced by social dynamics, as people tend to discuss their positive experiences within their immediate social circles, thereby amplifying the reputation of the service provider within their community. In contrast, the other ranges provided would either underrepresent or overrepresent this tendency. A lower range, such as one to two or two to three, might not capture the social inclination to share positive experiences, especially in an environment where healthcare is frequently discussed for its importance. On the other hand, the higher ranges of six to seven might suggest an unrealistic scenario where individuals feel compelled to share with a significantly larger audience, something that tends to be more aligned with negative experiences rather than positive ones. Overall, understanding the average number of shared positive experiences helps healthcare facilities gauge the potential impact of customer satisfaction on their reputation and outreach strategies.