Patient experience, often measured using patient satisfaction surveys, is now a commonplace metric of medical practice. Patient satisfaction surveys, which are collected by third party vendors, are the only reported metrics of care not collected and reported by providers or their institutions, and arguably represent the feedback of our most important customers: our patients. The Centers for Medicare and Medicaid Services requires surveys be sent after every inpatient stay, and institutions are now generating star-rating scores of their providers based on outpatient clinic visit surveys. Moreover, some are setting institutional or specialty score targets and incentivizing these metrics with potential bonus pay for providers. These data can inform and impact referral patterns, practice volumes, potential revenue, and compensation. This panel discussion will focus on informing otolaryngologists about what falls under the umbrella of patient experience, and how to interpret and use survey data to prioritize quality improvement projects. Speakers will describe the different aspects of patient experience, including provider communication, service excellence initiatives, patient family advisory committees, and patient surveys, with an emphasis on understanding and interpreting survey data. Furthermore, discussion will include specific examples of using survey data to identify quality improvement projects that can lead to better survey results.