Evidence of non-response bias in the Press-Ganey patient satisfaction survey

Publisher

BMC Health Services Research (via PubMed Central)

URL

https://www.ncbi.nlm.nih.gov/pmc/articles/PMC4972948/

Published

unknown

Updated

unknown

Accessed

2026-10-02

HTTP status

200

License

CC BY 4.0; CC BY 4.0 with attribution; short excerpts and locators only by corpus policy

Source notes citing this source

• Contact-center post-interaction surveys with low response rates are likely subject to the same kind of non-response bias, so raw CSAT or NPS from respondents should not be read as the score of all customers. inferred in context
• A 2016 BMC Health Services Research study of 16,779 orthopaedic outpatients found a 16.5% response rate to the Press-Ganey satisfaction survey, with older, female and privately insured patients more likely to respond, and concluded the survey showed non-response bias. in context

Cite this source record

APA

WarmTransfer. (2026, October 2). Evidence of non-response bias in the Press-Ganey patient satisfaction survey. WarmTransfer. https://warmtransfer.net/knowledge/sources/pmc-tyser-2016-press-ganey-nonresponse

BibTeX

@misc{warmtransfer-pmc-tyser-2016-press-ganey-nonresponse,
  title  = {Evidence of non-response bias in the Press-Ganey patient satisfaction survey},
  author = {{WarmTransfer}},
  year   = {2026},
  url    = {https://warmtransfer.net/knowledge/sources/pmc-tyser-2016-press-ganey-nonresponse},
  note   = {BMC Health Services Research (via PubMed Central), accessed 2026-10-02}
}