The Big Aurora Survey – your results are in

Aurora Skin Clinics; banner showing results from a survey for blog

If you want to keep improving your clinic, you can never talk to your patients enough. At least, that’s our philosophy!

Alongside our regular satisfaction surveys, from time to time we carry out a more in-depth survey online. Our latest results are in – read on to see what you said…

About the Survey

The survey was completed by a total of 229 patients who had a wide variety of treatments with our Doctors, Aestheticians and Nurse Practitioners.

They were asked to rate their experience based on a range of criteria, including our customer service, patient care, clinic environment, and website.

The Results

1. How quickly did you get a response to your web enquiry?

Aurora Skin Clinics: Photo showing response time to web enquiry

Within an hour – 12.5%

The same day – 50%

One or two days later – 28.13%

I did not get a response – 3.13%

I don’t remember – 6.25%

2. How would you rate the way your call was handled?

Aurora Skin Clinics: Photo showing phone call ratingVery Good – 72.60%

Good – 23.74%

Fair – 2.74%

Poor – 0.91%

3. How would you rate the information you received before your appointment?

Aurora Skin Clinics: Photo showing rating of information received

Very Good – 54.42%

Good – 36.28%

Fair – 9.30%

4. How would you rate the way you were greeted in our reception?

Aurora Skin Clinics: Photo showing reception rating

Very Good – 62.15%

Good – 33.18%

Fair – 4.67%

5. How caring was your:

a) Doctor

Aurora Skin Clinics: Photo showing care rating of Doctor

Very Good – 75.68%

Good – 21.62%

Poor – 2.70%

 

b) Nurse Practitioner

Aurora Skin Clinics: Photo showing care rating of Nurse Practitioner

Very Good – 85%

Good – 15%

 

c) Aesthetician

Aurora Skin Clinics: Photo showing care rating of Aesthetician

Very Good – 76.47%

Good – 20.59%

Fair – 2.94%

6. How well was treatment explained by your:

a) Doctor

Aurora Skin Clinics: Photo showing how well Doctor explained treatment options

Very Good – 70.27%

Good – 21.62%

Fair – 8.11%

 

b) Nurse Practitioner

Aurora Skin Clinics: Photo showing how well Nurse Practitioner explained treatment options

Very Good – 79.14%

Good – 19.42%

Fair – 1.44%

 

c) Aesthetician

Aurora Skin Clinics: Photo showing how well Aesthetician explained treatment options

Very Good – 77.78%

Good – 22.22%

7. How well were your questions answered by your:

a) Doctor

Aurora Skin Clinics: Photo showing how well Doctor answered questions

Very Good – 67.00%

Good – 29.56%

Fair – 2.96%

Poor – 0.49%

 

b) Nurse Practitioner

Aurora Skin Clinics: Photo showing how well Nurse Practitioner answered questions

Very Good – 73.66%

Good – 25.37%

Fair – 0.98%

 

c) Aesthetician

Aurora Skin Clinics: Photo showing how well Aesthetician answered questionsVery Good – 65.92%

Good – 32.40%

Fair – 1.68%

8. How helpful do you find our website?

Aurora Skin Clinics: Photo showing rating of our website

Very Good – 51.09%

Good – 42.39%

Fair – 5.98%

Poor – 0.54%

9. How was your overall experience?

Aurora Skin Clinics: Photo showing rating of overall experience

Very Good – 73.21%

Good – 23.92%

Fair – 1.91%

Poor – 0.48%

Very Poor – 0.48%

10. Please share any additional comments about your experience:

“The staff were all very nice, polite & helpful, especially Bryony. I felt comfortable speaking to her, which was a worry to me beforehand.”

“Everyone is cheerful and polite and I find it an enjoyable experience whenever I come for a treatment. I consider it a special treat and look forward to my appointments.”

“I am fairly new at the clinic but have been so impressed with every part of it. Mel has been very informative and is great at what she does.”

Ruth at Northampton was incredibly helpful, informative and kind. I didn’t end up having the treatment i initially asked about but if i decide to in the future I would feel safe in her hands. I have recommended the clinic to a number of people.”

“I have had a great experience from start to finish and I know I can always call if I have any aftercare problems or questions. All the staff are friendly and approachable and I was given all the options and facts rather than being “sold” a procedure, so I could make my own decision.”

“Would love to see more appointments on a Saturday for those of us who work during the week and can’t make it in during regular hours.”

“Very friendly and helpful staff, relaxing environment and expert knowledge on treatments and products.”

“I have been delighted with the treatments I have had, and have already recommended Aurora to friends.”

“My daughter and I often visit together, as valued clients, how about a family or friends offer? We are fortunate that the clinic is situated in our local area and that’s a huge plus for us, good parking and a warm welcome, ticks all our boxes. See you soon.”

Vic is fabulous and I will continue to use the clinic purely based on her service.”

“I do wish you provided laser treatment for pigmentation as I will have to go elsewhere and I would rather not. I have always felt at ease at the clinic. Everyone is very welcoming and helpful.”

“Aurora have been fantastic. They always make that extra effort to make sure you feel welcome and a valued customer.”

A big thank you to everyone who took the time to complete the survey and share their opinions. We’ve received some really useful feedback. Until we get 100% perfect ratings, there’s always room for us to improve. And based on your feedback, that’s exactly what we’ll try to do.

If you have any comments you’d like to share, please don’t hesitate to contact us via our quick contact form or call us on 01844 318825.