Guangzhou Deren Dental Hospital - Customer Satisfaction Study
Company overview
Deren Dental was founded in 1915, originally known as Saita Dental, originating from Hong Kong. It is a long-established and professionally grounded chain of specialized dental institutions. After more than a century of development, Deren Dental now operates eight branches across China, equipped with over a hundred dental chairs and a total building area of over 9,000 square meters. The hospital integrates medical treatment, teaching, research, and preventive care, committed to delivering high-quality, personalized oral healthcare services to patients
Research background
As Deren Dental's influence in the South China region continues to grow, the need to continuously improve patient satisfaction, enhance the overall visit experience, identify shortcomings in service processes, and explore future clinic layout strategies has become increasingly urgent. In a competitive market environment, gaining a deep understanding of genuine customer feedback through scientific data analysis is essential for operational adjustments and brand enhancement
Research scope
In March 2017, CEIDEA Research was commissioned by Guangzhou Panyu Deren Dental Hospital to conduct a customer satisfaction survey targeting current outpatient patients and existing consumers with retained phone numbers. The study covered dimensions such as waiting environment, service attitude, doctor's technical skills, procedural efficiency, and post-treatment follow-up. Through a combination of quantitative questionnaires and telephone interviews, authentic user feedback was collected to evaluate performance and improvement opportunities across each service stage.
Expected outcomes
The research findings will systematically identify pain points and latent needs among patients during their visits, providing Deren Dental with actionable insights for optimizing service processes, training medical and nursing staff, improving facility environments, strengthening customer relationship management, and supporting strategic decisions for new clinic locations—ultimately enhancing the hospital's overall brand reputation and market competitiveness
Scan to add our research consultant