At the recent South Florida Hospital and Healthcare Association 2008 Summit, The Doug Williams Group featured the latest in satisfaction data capture via touch screen data entry stations to enable instantaneous reporting that addresses both service recovery and process improvement opportunities. Brief surveys incorporate the “ultimate question” to measure the customer’s likelihood of referral. Research clearly supports a strong correlation between a company’s growth rate and the percentage of its customers who are “promoters”; those who are extremely likely to recommend a company to a friend or colleague. A few pioneering clients of The Doug Williams Group have applied this technology. Catholic Health Services utilizes the system to capture outpatient satisfaction feedback and the Sonesta Bayfront Hotel (Coconut Grove) retrieves real-time feedback at guest checkout.