THERAPY-Magazin
Gait trainer customer survey
How satisfied are users with the THERA-Trainer Lyra? A customer survey reveals top scores in usefulness, reliability, and safety—plus high repurchase intent. Discover the results of this post-market evaluation.
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THERAPY Magazin
How satisfied are customers with the THERA-Trainer lyra? An evaluation as part of post market surveillance
Background
In business administration and in sales and commercial psychology, customer satisfaction refers to an abstract construct in social research that is usually described as the difference between customer expectation and satisfaction of needs, if the confirmation/disconfirmation model is used. Customer satisfaction can be considered a result of a complex comparison process in which the consumer, after using a tangible item or service, compares subjective experience (actual performance) with a comparison value (target performance). If the performance exceeds expectations, the customer is very or even extremely satisfied (delighted). If both are the same, then the customer is satisfied (which is not enough for long-term customer commitment/loyalty). If customer expectations are not met, the customer is somewhat or very dissatisfied (annoyed).
Objective
The aim of this work was to determine customer satisfaction among existing customers in relation to using the electromechanical gait trainer THERA-Trainer lyra.
In business administration and in sales and commercial psychology, customer satisfaction refers to an abstract construct in social research that is usually described as the difference between customer expectation and satisfaction of needs, if the confirmation/disconfirmation model is used. Customer satisfaction can be considered a result of a complex comparison process in which the consumer, after using a tangible item or service, compares subjective experience (actual performance) with a comparison value (target performance). If the performance exceeds expectations, the customer is very or even extremely satisfied (delighted). If both are the same, then the customer is satisfied (which is not enough for long-term customer commitment/loyalty). If customer expectations are not met, the customer is somewhat or very dissatisfied (annoyed).
Objective
The aim of this work was to determine customer satisfaction among existing customers in relation to using the electromechanical gait trainer THERA-Trainer lyra.
Objective
The aim of this work was to determine customer satisfaction among existing customers in relation to using the electromechanical gait trainer THERA-Trainer lyra.
The aim of this work was to determine customer satisfaction among existing customers in relation to using the electromechanical gait trainer THERA-Trainer lyra.
Methodology
Methodologically, customer satisfaction was assessed by means of a quantitative survey using a standardised questionnaire. In the context of impact research, the quantitative survey represents a key survey method by means of which the inner processes of satisfaction can be verbally mapped. The underlying standardised questionnaire, by its design, enabled an objective, reliable and valid determination of individual customer satisfaction.
Methodologically, customer satisfaction was assessed by means of a quantitative survey using a standardised questionnaire. In the context of impact research, the quantitative survey represents a key survey method by means of which the inner processes of satisfaction can be verbally mapped. The underlying standardised questionnaire, by its design, enabled an objective, reliable and valid determination of individual customer satisfaction.
Methodik
Methodologically, customer satisfaction was assessed by means of a quantitative survey using a standardised questionnaire. In the context of impact research, the quantitative survey represents a key survey method by means of which the inner processes of satisfaction can be verbally mapped. The underlying standardised questionnaire, by its design, enabled an objective, reliable and valid determination of individual customer satisfaction.
Methodologically, customer satisfaction was assessed by means of a quantitative survey using a standardised questionnaire. In the context of impact research, the quantitative survey represents a key survey method by means of which the inner processes of satisfaction can be verbally mapped. The underlying standardised questionnaire, by its design, enabled an objective, reliable and valid determination of individual customer satisfaction.
Results
A total of 32 customers were surveyed regarding their satisfaction with the THERA-Trainer lyra gait trainer. Figures 1 and 2 show the distribution of the sample in terms of occupational group and length of customer affiliation in months.
A total of 32 customers were surveyed regarding their satisfaction with the THERA-Trainer lyra gait trainer. Figures 1 and 2 show the distribution of the sample in terms of occupational group and length of customer affiliation in months.
Most of the customers had been using the THERA-Trainer lyra for 12 to 24 months at the time of the survey. The Net Promoter Score (NPS) is a figure that correlates with business success (in specific industries). The method was developed by Satmetrix Systems, Inc., Bain & Company and Fred Reichheld. The evaluation of the results indicates a net promoter score.
The Customer Satisfaction Score (CSAT) is a value designed to measure overall customer satisfaction. It can relate to the evaluation of both services or products. The CSAT is often used in conjunction with or as an alternative to the other key performance indicators (KPIs) such as the NPS. The CSAT also reflects above-average customer satisfaction.
The Customers’ Needs Score (CNS) determines how well a product or service meets customer needs. The results of the CNS indicate that the THERA-Trainer lyra meets the needs of the customers very well. This item has also largely been rated highly.
The Product Based Affective Responses (PBAR) allow easy and quick qualitative analysis of customer satisfaction. The PBARs were gathered in conjunction with the NPS or the CSAT to find out which qualitative characteristics are associated with customer satisfaction. This shows that the THERA-Trainer lyra is mainly linked with positively-associated quality characteristics. The usefulness of the gait trainer, followed by its reliability and quality, clearly stand out for many customers.
The Advanced Quebec User Evaluation of Satisfaction with Assistive Technology (QUEST) is a survey methodology designed to record user satisfaction in using technological tools. The concept of satisfaction in the sense of the QUEST relates to the positive or negative evaluation of different dimensions. The aim is to find out how satisfied people are with specific functions and how particular features and services are evaluated in relation to the technology used.
The Advanced Quebec User Evaluation of Satisfaction with Assistive Technology (QUEST) is a survey methodology designed to record user satisfaction in using technological tools. The concept of satisfaction in the sense of the QUEST relates to the positive or negative evaluation of different dimensions. The aim is to find out how satisfied people are with specific functions and how particular features and services are evaluated in relation to the technology used.
Here, the results show above-average satisfaction in all evaluation dimensions. Particular importance is given to operating the system, its durability, safety and stability, together with its usefulness. In terms of ease of use, the survey shows that there is enormous scope for further improvement.
The Customers’ Re-purchase Probability (CRP) determines how likely a customer will be to buy a product or service again the next time or how much a customer is willing to purchase the next product from the same manufacturer. Again, the results reflect an above-average willingness to buy again.
Conclusion
Overall, the results represent a high level of customer satisfaction. On average, the performance of the product at least meets the expectations of the customers and in most cases even exceeds them, which leads to long-term customer commitment and loyalty.
Overall, the results represent a high level of customer satisfaction. On average, the performance of the product at least meets the expectations of the customers and in most cases even exceeds them, which leads to long-term customer commitment and loyalty.
Gait
lyra
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Technology & Development
THERAPY 2019-I
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THERAPY Magazin
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