THERAPY-Magazin
Bed trainer customer survey
A market research study finds high satisfaction with the THERA-Trainer bemo before launch. Usability, adjustability, and safety rank highest among performance factors, despite minor criticism of size.
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THERAPY Magazin
How do product features and characteristics of the THERA-Trainer bemo affect the customer satisfaction of potential target customers? A mixed methods market research study.
Background
The empirical determination of the performance and enthusiasm factors of a product are an essential part of market research for product development. In methodological terms, subjective methods based on the perceptions and wishes of the target groups have proven their worth in this context. Feature-based procedures also enable us to determine those product features that lead to particularly high customer satisfaction.
The empirical determination of the performance and enthusiasm factors of a product are an essential part of market research for product development. In methodological terms, subjective methods based on the perceptions and wishes of the target groups have proven their worth in this context. Feature-based procedures also enable us to determine those product features that lead to particularly high customer satisfaction.
Objective
This market research study investigates the measurement and analysis of customer satisfaction with regard to a new cycling medical product of medica Medizintechnik GmbH, the THERA-Trainer bemo. To date, there has been no detailed investigation – and consequently no precise information on the relationships between customer satisfaction and various performance criteria that customers can experience and assess with this new product. Therefore, the question investigated asks which performance criteria lead to a high level of product and customer satisfaction, which interdependencies exist between individual satisfaction dimensions and whether product performance can be identified, which may possibly be important in explaining customer satisfaction in terms of other products.
This market research study investigates the measurement and analysis of customer satisfaction with regard to a new cycling medical product of medica Medizintechnik GmbH, the THERA-Trainer bemo. To date, there has been no detailed investigation – and consequently no precise information on the relationships between customer satisfaction and various performance criteria that customers can experience and assess with this new product. Therefore, the question investigated asks which performance criteria lead to a high level of product and customer satisfaction, which interdependencies exist between individual satisfaction dimensions and whether product performance can be identified, which may possibly be important in explaining customer satisfaction in terms of other products.
Methodology
The investigation is based on a partially standardised written survey. In order to identify favoured product features and associated customer satisfaction, a mixed methods design survey was conducted among potential target customers during initial product presentations using an adapted form of the Quebec User Evaluation of Satisfaction with assistive Technology questionnaire (QUEST). The QUEST questionnaire is an instrument that has been specially developed to assess customer satisfaction with the use of a technical tool [1]. The qualitative survey in the context of the mixed methods design was carried out corresponding to the individual items and scales of QUEST.
The investigation is based on a partially standardised written survey. In order to identify favoured product features and associated customer satisfaction, a mixed methods design survey was conducted among potential target customers during initial product presentations using an adapted form of the Quebec User Evaluation of Satisfaction with assistive Technology questionnaire (QUEST). The QUEST questionnaire is an instrument that has been specially developed to assess customer satisfaction with the use of a technical tool [1]. The qualitative survey in the context of the mixed methods design was carried out corresponding to the individual items and scales of QUEST.
Results
In total, the data from 81 questionnaires, which was collected during 52 customer visits, was included in the evaluation. The quantitative analysis shows that 1) usability, 2) regulation and 3) safety are by far the most important performance factors of the product (Fig. 1).
In total, the data from 81 questionnaires, which was collected during 52 customer visits, was included in the evaluation. The quantitative analysis shows that 1) usability, 2) regulation and 3) safety are by far the most important performance factors of the product (Fig. 1).
Usability and regulation also describe the second and third highest enthusiasm factor from the customer’s point of view with 92% and 91% respectively. Safety also scores positively at 85% taking all scales into account, but is ranked only six out of eight in the overall assessment (Figs. 2 and 3).
The results of the qualitative analysis show frequent criticism of the product dimensions. When considering the enthusiasm factors, this characteristic comes in second to last place, although it should be noted here that 76% of those surveyed rated the dimensions of the product as “satisfactory” with a median of 4 (min = 2, max = 5) out of 5 points. The quantitative results coincide with the qualitative statements of the respondents and complete the overall picture accordingly (Fig. 4)
Conclusion
The THERA-Trainer bemo is considered to be of high quality after initial presentation to customers before market launch. Customers are particularly interested in safety, regulation and usability. It should also be noted that all dimensions score at least “good” overall. Despite existing criticism of the device’s dimensions, the qualitative feedback reflects “ease of transport” and the possibility of using the device even when space is limited.
The THERA-Trainer bemo is considered to be of high quality after initial presentation to customers before market launch. Customers are particularly interested in safety, regulation and usability. It should also be noted that all dimensions score at least “good” overall. Despite existing criticism of the device’s dimensions, the qualitative feedback reflects “ease of transport” and the possibility of using the device even when space is limited.
bemo
Cycling
Fachkreise
Intensiv- & Akutpflege
Patienten & Angehörige
Produkte
Therapy & Practice
THERAPY 2020-I
Redaktion
THERAPY Magazin
References:
- [1] Demers S, Weiss-Lambrou R, Ska B (1996). Assistive Technology: The Official Journal of RESNA, 8(1), 3-13.
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