As I mentioned last time, I’ve only once found an impromptu use for my understanding of consumer behaviour and consumer psychology, and I certainly never anticipated that a situation might arise where market research might make a difference between life and death. But that just shows how little I know. Recently, the UK government has announced that 10% of hospital (NHS Trust) funding will be dependent on patient satisfaction levels. To put that in financial terms, that could mean around £10billion of expenditure will be dependent on patient satisfaction. And here’s the thing. This is, in my opinion, the most profoundly stupid example of using market research that I have ever encountered: it’s going to result in lives being lost. Let’s go back a few years, before any of us had heard of MRSA or any of the other so-called super-bugs that are resistant to antibiotics and kill people. How […]
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