Customer Satisfaction

Situation

Our client manufactures a medical device and had just launched a corresponding Web site to log patient interactions with the device.  This allowed physicians and nurses to monitor patients remotely.  Our client wanted to rate how satisfied physician and nurse users were with the device, and to compare their satisfaction levels to competitors’ satisfaction ratings. 

Solution & Task

Answers & Insights developed a survey to allow customers to evaluate our client's and their competitors' devices and remote monitoring software on several different attributes, including training, usability, ability to save time in monitoring patients, quality of data and ability to improve patient's health.  We conducted a quantitative telephone survey lasting 45 minutes with physicians and nurses who used either our client’s or their competitors’ remote monitoring software.

Action

Our client addressed the areas where their satisfaction was lower than the competitors, and is currently reassessing satisfaction.