SZV Social & Health Insurances

Customer Satisfaction Survey

Please take 5 to 10 minutes to answer the questions below. Thank you for your cooperation.

1. Gender *

Male Female

2. Native Language *

English Dutch Papiamento Spanish French Other

4. Marital status *

Single Married Divorced Separated Widowed

3. Age group *

Below 20 21-29 30-39 40-49 50-59 60 and over

5. Level of education *

Less than High school High school Vocational Certification Bachelor Degree Master’s Degree Advance Degree (Ph. D./ M.D.)

7. Monthly income (ANG) *

1600 or less 1601-2600 2601-3600 3601-4600 4601-5600 5601 or more

8. Are you registered with the Social & Health Insurances (SZV) and in possession of a SZV Medical Insurance card? *

Yes No Don’t know

9. How knowledgeable are you about the Social & Health Insurance schemes/ services provided by the SZV? *

Very knowledgeable Somewhat knowledgeable Not too knowledgeable Not at all knowledgeable

10. Have you received or are you currently receiving:

- Sickness Insurance (ZV) benefits from SZV Social & Health Insurance schemes? *

Yes No

- Accident Insurance (OV) benefits from SZV Social & Health Insurance schemes? *

Yes No

- Old-age Pension (AOV) benefits from SZV Social & Health Insurance schemes? *

Yes No

- Widows, Widowers and Orphans Pension (AWW) benefits from SZV Social & Health Insurance schemes? *

Yes No

- Severance Pay benefits from SZV Social & Health Insurance schemes? *

Yes No

- General Insurance for Special Medical Costs (AVBZ) benefits from SZV Social & Health Insurance schemes? *

Yes No

- Medical Expenses Fund for Civil Servants (FZOG) benefits from SZV Social & Health Insurance schemes? *

Yes No

- Civil servants medical coverage/ insurance (OZR) benefits from SZV Social & Health Insurance schemes? *

Yes No

11. Thinking about the services provided by the SZV [as a registered participant/ customer] to what extent are you satisfied or dissatisfied with...

- Access to needed health care services? *

Highly satisfied Satisfied Fairly satisfied Unsatisfied Highlighy unsatisfied Not applicable

- Customer service in addressing and solving customers’ complaints/ SZV customer service? *

Highly satisfied Satisfied Fairly satisfied Unsatisfied Highlighy unsatisfied Not applicable

- Quality of health care treatment provided by your general practitioner/ house doctor? *

Highly satisfied Satisfied Fairly satisfied Unsatisfied Highlighy unsatisfied Not applicable

- Quality of health care consultation provided by SZV doctors? *

Highly satisfied Satisfied Fairly satisfied Unsatisfied Highlighy unsatisfied Not applicable

- Premiums or the monthly Social & Health Insurances salary deductions, as established by law? *

Highly satisfied Satisfied Fairly satisfied Unsatisfied Highlighy unsatisfied Not applicable

- Quality of service provided by health care providers (i.e., labs, pharmacies, physical therapist, and other services available)? *

Highly satisfied Satisfied Fairly satisfied Unsatisfied Highlighy unsatisfied Not applicable

- Process and promptness of reimbursement for out of pocket or upfront payments related to covered services? *

Highly satisfied Satisfied Fairly satisfied Unsatisfied Highlighy unsatisfied Not applicable

12. During your most recent dealing with SZV, how did you contact them? *

In person By Phone Via SZV website or Facebook Not applicable

13. During your visit to SZV, what was your waiting time to get through with your...

- Customer Care transaction? *

Within 10 minutes 10 – 20 minutes 20 – 30 minutes More than 30 minutes Not applicable

- Registration transaction? *

Within 10 minutes 10 – 20 minutes 20 – 30 minutes More than 30 minutes Not applicable

- Medical Referrals transaction? *

Within 10 minutes 10 – 20 minutes 20 – 30 minutes More than 30 minutes Not applicable

- Pension & Cessantia (severance pay) transaction? *

Within 10 minutes 10 – 20 minutes 20 – 30 minutes More than 30 minutes Not applicable

- Medical Expenses / Reimbursements transaction? *

Within 10 minutes 10 – 20 minutes 20 – 30 minutes More than 30 minutes Not applicable

- Sickness Control transaction? *

Within 10 minutes 10 – 20 minutes 20 – 30 minutes More than 30 minutes Not applicable

- Cashier transaction? *

Within 10 minutes 10 – 20 minutes 20 – 30 minutes More than 30 minutes Not applicable

14. How strongly do you AGREE or DISAGREE with the following statements

- SZV representatives, whether in person, by phone or email, are good about explaining things clearly (fully answering your questions, explaining clearly, giving you adequate information). *

Strongly Agree Agree Neutral Disagree Strongly Disagree

- Questions and requests for information from any of the departments of SZV are answered in a timely fashion and satisfactorily. *