HOME HELP FEEDBACK SUBSCRIPTIONS ARCHIVE SEARCH TABLE OF CONTENTS		QUICK SEARCH:   [advanced] Author: Keyword(s): Year:  Vol:  Page:

This Article Full Text (PDF) Alert me when this article is cited Alert me if a correction is posted Services Similar articles in this journal Alert me to new issues of the journal Download to citation manager Citing Articles Citing Articles via Google Scholar Google Scholar Search for Related Content

THIRD-PARTY PAYERS
Have you experienced problems in dealing with third-party–payer organizations? The Association is asking dentists to provide basic information regarding payer issues and complaints so that it can keep a close watch on carrier trends and problems.

The Third-Party Payer Complaint Form on ADA.org, developed by the ADA Council on Dental Benefit Programs, gives dentists the opportunity to voice their concerns and help the Association to better represent their interests. The data gathered through the form are for informational purposes only but can play an important role when the Association meets with national third-party–payer organizations and individual payers to discuss issues of concern.

"The ADA will continue to be the advocate for the dental profession on equal terms with representatives from the dental benefits industry," an introductory page on ADA.org explains. "You can assist us in this effort by keeping us informed of the insurance problems you encounter in your daily interactions."

To access the form, which can be completed and submitted via fax or postal mail, visit "www.ada.org/prof/prac/insure/complaint.asp". ADA members in need of assistance with regard to specific third-party–payer problems should contact the Council on Dental Benefit Programs toll free at Ext. 2746.

CUSTOMER SATISFACTION
Each year since 1994, the Stephen M. Ross Business School at the University of Michigan has produced the American Customer Satisfaction Index (ACSI), examining the goods and services Americans use and their satisfaction with them. The 2005 ACSI, along with a commentary by the director of Michigan’s National Quality Research Center, looks at manufactured goods as well as electronic entities such as Internet portals and search engines.

According to the ACSI, overall satisfaction with the personal computer industry remains unchanged since one year ago, but the fortunes of some individual players have fluctuated. Apple held the top satisfaction rating of 81 for a second straight year, combining innovation, an emphasis on digital technologies and customer service to maintain a high degree of customer loyalty.

However, customer satisfaction with Dell, the No. 1 personal computer manufacturer worldwide, dropped to 74, down 6 percent from the previous year. The ACSI commentary noted increasing customer complaints due to long wait times and other problems with the company’s call center.

In cyberspace, Yahoo! remains the top Internet portal as measured by the ACSI, with a score of 80. According to the ACSI commentary, user satisfaction with Yahoo! remains strong, but the portal needs to expand its information and entertainment offerings and connect users with advertisers more effectively to stay on top.

The ACSI also noted increasing satisfaction with America Online, which the commentary called "the perennial industry laggard." Though still at the bottom of the industry, AOL’s satisfaction rating has risen 27 percent since 2000 to put it within 4 points of its nearest competitor, MSN.

When it comes to search engines, Google, with a score of 82, continues to dominate the industry as "a perfect example of the financial benefits from having highly satisfied customers," according to the ACSI commentary.

Reported by Joe Hoyle, electronic media editor, "hoylej{at}ada.org".

This Article Full Text (PDF) Alert me when this article is cited Alert me if a correction is posted Services Similar articles in this journal Alert me to new issues of the journal Download to citation manager Citing Articles Citing Articles via Google Scholar Google Scholar Search for Related Content