STRATEGIC RESEARCH HPS – CUSTOMER SURVEY To measure current perceptions of and attitudes toward Health Payment Systems, Inc. (HPS) to gain valuable “voice of the customer” insights and testimonials as well as establish a baseline for future surveys. All existing HPS members or customers. HPS, a healthcare claims administration organization, wanted to learn more about how its customers felt about the services it provides. Bottom Line worked with HPS to develop a 22-question customer survey, formatted online via Survey Monkey. The questionnaire covered all of the topics HPS wanted customer feedback on, and we used cross filters to get more specific results. The survey was conducted over six weeks with between 18,000 and 20,000 customers contacted. Since not

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