Prospective comparison of endoscopy patient satisfaction surveys: e-mail versus standard mail versus telephone.
OBJECTIVE
The dramatic growth of the Internet holds potential for use in survey distribution. Comparisons of electronic mail (e-mail) to traditional survey techniques are lacking. We compared standard mail, telephone, and e-mail modes of endoscopy satisfaction survey administration with respect to response rate, timeliness of response, response content, and cost-efficiency of responses.


METHODS
An endoscopy satisfaction questionnaire consisting of seven core items from the modified Group Health Association of America-9 survey was distributed to patients after routine outpatient endoscopy. Patients were randomized to receive the questionnaire by standard mail, telephone, or e-mail. Response rates and findings in the three groups were compared. The "nonresponders" to the standard mail and e-mail surveys were subsequently contacted by telephone to determine their level of satisfaction.


RESULTS
The phone survey response rate (90%) was higher than e-mail (70%) or standard mail (85%), although e-mail was the most cost-efficient mode of survey delivery. There was no significant difference in satisfaction scores among the three groups. Nonresponders were significantly more satisfied than "responders."


CONCLUSIONS
A survey technique utilizing e-mail with subsequent follow-up by telephone to nonresponders appears to be the most cost-efficient way to deliver a questionnaire. The satisfaction levels of the responders may underestimate the overall satisfaction of the population being surveyed.
Harewood
G C
GC
Division of Gastroenterology & Hepatology, Mayo Clinic, Rochester, Minnesota 55905, USA.
Yacavone
R F
RF
Locke
G R
GR
Wiersema
M J
MJ
D003113:Colonoscopy; D003625:Data Collection / Q000379:methods*; D004724:Endoscopy / Q000592:standards; D016145:Endoscopy, Digestive System; D005240:Feasibility Studies; D006801:Humans; D020407:Internet; D007407:Interviews as Topic; D017060:Patient Satisfaction; D011177:Postal Service; D011446:Prospective Studies; D011795:Surveys and Questionnaires