{"id":536407,"date":"2022-01-17T14:05:21","date_gmt":"2022-01-17T13:05:21","guid":{"rendered":"https:\/\/audiologyblog.phonakpro.com\/?p=536407"},"modified":"2022-02-08T10:18:31","modified_gmt":"2022-02-08T09:18:31","slug":"5-sterne-fuer-lyric","status":"publish","type":"post","link":"https:\/\/audiologyblog.phonakpro.com\/de\/5-sterne-fuer-lyric\/","title":{"rendered":"5 Sterne f\u00fcr Lyric"},"content":{"rendered":"\n<p>Wir sind alle neugierig, was Kunden und Kundinnen wirklich \u00fcber unsere Produkte und Dienstleistungen denken. Dieses wertvolle Feedback spiegelt uns, in welchen Bereichen <em>wir gut sind<\/em> und <em>wo wir<\/em> <em>es besser machen<\/em> <em>k\u00f6nnten<\/em>. Doch sind die guten alten Umfragen zur Kundenzufriedenheit \u00fcberhaupt noch eine relevante Informationsquelle?<\/p>\n\n\n\n<p>Wenn wir uns anschauen, was PricewaterhouseCoopers (PwC) und andere gro\u00dfe professionelle Dienstleistungsunternehmen dazu zu sagen haben, w\u00e4re die Antwort ein klares ja!<sup>1, 2<\/sup><\/p>\n\n\n\n<blockquote class=\"wp-block-quote is-layout-flow wp-block-quote-is-layout-flow\"><p>\u201e59 % der Kundschaft wird nach mehreren schlechten Erfahrungen das Unternehmen verlassen&#8230;<br>17 % nach einer schlechten Erfahrung\u201c<sup>3<\/sup> (PwC)<\/p><\/blockquote>\n\n\n\n<p>Dazu z\u00e4hlt auch eine ehemals treue Kundschaft, die leider nicht mehr wiederkommt. Es ist daher von entscheidender Bedeutung, sich die Zeit zu nehmen und diese Daten zu sammeln. Gerade dieser Tage, in denen es nur eine Handvoll schlechte Bewertungen in den sozialen Medien ben\u00f6tigt, um ein Unternehmen in echte Schwierigkeiten zu bringen.<\/p>\n\n\n\n<p>Und genau das hat unser Lyric-Team getan.<\/p>\n\n\n\n<p><strong>Befragung von Lyric-Tr\u00e4gern in 4 L\u00e4ndern<\/strong><\/p>\n\n\n\n<p>Zusammen mit einem externen Unternehmen f\u00fchrten wir eine gro\u00dfe Online-Kundenumfrage in den USA, in Australien, in Deutschland und in Frankreich durch.<sup>4<\/sup> Im Anschluss erfolgten kleinere Gruppen- oder Einzelinterviews mit Kunden und Kundinnen, die sich bereit erkl\u00e4rten, direkt mit uns \u00fcber die urspr\u00fcngliche Online-Umfrage zu sprechen.<\/p>\n\n\n\n<p><strong>Was die Befragten \u00fcber die Lyric-Technologie sagten:<\/strong><sup>4<\/sup><\/p>\n\n\n\n<ul class=\"wp-block-list\"><li><strong>90 %<\/strong> der Befragten gaben an, dass ihre Erwartungen an Lyric erf\u00fcllt oder \u00fcbertroffen wurden.<\/li><li><strong>93 %<\/strong> der Befragten gaben an, dass Lyric ihre Lebensqualit\u00e4t regelm\u00e4\u00dfig verbessert.<\/li><li>Ein hoher Net Promoter Score\u00ae (NPS) von <strong>52<\/strong>*<sup>,<\/sup>**<\/li><\/ul>\n\n\n\n<div class=\"wp-block-columns has-bg-gray-background-color has-background is-layout-flex wp-container-core-columns-is-layout-9d6595d7 wp-block-columns-is-layout-flex\">\n<div class=\"wp-block-column is-vertically-aligned-center is-layout-flow wp-block-column-is-layout-flow\" style=\"flex-basis:3%\">\n<figure class=\"wp-block-image size-full\"><img decoding=\"async\" src=\"https:\/\/audiologyblog.phonakpro.com\/wp-content\/uploads\/2021\/10\/play.svg\" alt=\"\" class=\"wp-image-508498\"\/><\/figure>\n<\/div>\n\n\n\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\" style=\"flex-basis:97%\">\n<p>*Der Net Promoter Score ist eine Kennzahl, die die Loyalit\u00e4t von Konsumenten gegen\u00fcber einem Unternehmen, einem Produkt oder einer Dienstleistung misst: \u201eWie wahrscheinlich ist es, dass Sie [Unternehmen, Produkt oder Marke X] einem Freund, Verwandten oder Kollegen empfehlen?\u201c<sup>5<\/sup> <\/p>\n\n\n\n<p> **Ein positiver NPS (&gt;0) gilt als gut.<sup>6<\/sup> Klicken Sie <a href=\"https:\/\/customergauge.com\/blog\/how-to-calculate-the-net-promoter-score\/\" target=\"_blank\" rel=\"noreferrer noopener\">hier<\/a>, um zu erfahren, wie Sie den NPS berechnen. <\/p>\n<\/div>\n<\/div>\n\n\n\n<p><strong>Was die Befragten \u00fcber ihre Lyric-Anbieter sagten:<\/strong><sup>4<\/sup><\/p>\n\n\n\n<ul class=\"wp-block-list\"><li><strong>99 %<\/strong> der Befragten gaben an, mit ihrem*r H\u00f6rakustiker*in und den Dienstleistungen sehr zufrieden zu sein.<\/li><\/ul>\n\n\n\n<p>Besonders das zweite Ergebnis hat mich sehr gl\u00fccklich gemacht und ich m\u00f6chte mich heute pers\u00f6nlich bei allen Lyric-Anpassenden auf der Welt bedanken, da Sie eindeutig einen fantastischen Job machen! Die gute Nachricht f\u00fcr Sie ist, dass diese Zufriedenheit auch einen Einfluss auf die Ergebnisse Ihrer Kunden hat.<\/p>\n\n\n\n<p><strong>Wie werden wir die Umfrageergebnisse nutzen?<\/strong><\/p>\n\n\n\n<p>Die Ergebnisse der Lyric-Kundenumfrage und der anschlie\u00dfenden Interviews zeigen, was gut funktioniert und wo wir uns weiterhin verbessern m\u00fcssen.<\/p>\n\n\n\n<p>Wir werden:<\/p>\n\n\n\n<ul class=\"wp-block-list\"><li>Weiterhin die Zufriedenheit unserer Kunden und Kundinnen messen und \u00fcberpr\u00fcfen, um zu sehen, ob wir uns noch in die richtige Richtung bewegen.<\/li><li>Die wertvollen Erkenntnisse, die wir aus den kleineren Gruppeninterviews und Diskussionen mit unseren Lyric-Tr\u00e4ger*innen gewonnen haben, in einem Blogartikel in naher Zukunft teilen.<\/li><\/ul>\n\n\n\n<p>Lassen Sie uns also weiterhin mit unseren Kunden und Kundinnen so viel wie m\u00f6glich interagieren und lernen und nach den Sternen greifen, um weiterhin diese 5-Sterne-Zufriedenheit zu erreichen.<\/p>\n\n\n\n<div class=\"wp-block-group\"><div class=\"wp-block-group__inner-container is-layout-flow wp-block-group-is-layout-flow\">\n<hr class=\"wp-block-separator is-style-wide\"\/>\n\n\n\n<div class=\"wp-block-columns is-layout-flex wp-container-core-columns-is-layout-9d6595d7 wp-block-columns-is-layout-flex\">\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\">\n<p>Hier finden Sie einen Gesamt\u00fcberblick zur Lyric-Technologie auf unserer PhonakPro-Produktseite. <\/p>\n<\/div>\n\n\n\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\"><\/div>\n\n\n\n<div class=\"wp-block-column is-vertically-aligned-center is-layout-flow wp-block-column-is-layout-flow\">\n<div class=\"wp-block-buttons is-content-justification-right is-layout-flex wp-block-buttons-is-layout-flex\">\n<div class=\"wp-block-button\"><a class=\"wp-block-button__link\" href=\"https:\/\/www.phonak.com\/de\/de\/hoergeraete\/lyric-unsichtbare-hoergeraete.html\" target=\"_blank\" rel=\"noreferrer noopener\">Mehr erfahren<\/a><\/div>\n<\/div>\n<\/div>\n<\/div>\n\n\n\n<hr class=\"wp-block-separator is-style-wide\"\/>\n<\/div><\/div>\n\n\n\n<p><strong>Referenzen:<\/strong><\/p>\n\n\n\n<ol class=\"wp-block-list\" type=\"1\"><li>PwC (2021) Customer satisfaction surveys. Retrieved from&nbsp;<a href=\"https:\/\/www.pwc.com\/my\/en\/services\/consulting-index\/analytics\/people-analytics\/customer-satisfaction-surveys.html\" target=\"_blank\" rel=\"noreferrer noopener\">Customer satisfaction surveys (pwc.com)<\/a>, accessed December 9, 2021.<\/li><li>ICMI. (2021).&nbsp; The value of customer satisfaction surveys. Retrieved from&nbsp;<a href=\"https:\/\/www.icmi.com\/resources\/2011\/the-value-of-customer-satisfaction-surveys\" target=\"_blank\" rel=\"noreferrer noopener\">The Value of Customer Satisfaction Surveys (icmi.com)<\/a>, accessed December 9, 2021.<\/li><li>PwC (2018). Experience is everything: Here is how to get it right. Retrieved from&nbsp;<a href=\"https:\/\/www.pwc.com\/us\/en\/zz-test\/assets\/pwc-consumer-intelligence-series-customer-experience.pdf\" target=\"_blank\" rel=\"noreferrer noopener\">https:\/\/www.pwc.com\/us\/en\/zz-test\/assets\/pwc-consumer-intelligence-series-customer-experience.pdf<\/a><\/li><li>Knorr, H. (2021) Lyric consumer survey #4446&nbsp; for more information contact&nbsp;<a href=\"mailto:claims@phonak.com\" target=\"_blank\" rel=\"noreferrer noopener\">claims@phonak.com<\/a><\/li><li>Hotjar (2021). What is a Net Promoter Score? Your introduction to NPS. Retrieved from&nbsp;<a href=\"https:\/\/www.hotjar.com\/net-promoter-score\/\" target=\"_blank\" rel=\"noreferrer noopener\">https:\/\/www.hotjar.com\/net-promoter-score\/<\/a>, &nbsp;accessed December 9, 2021.<\/li><li>Rold\u00f3s, I. (May 6, 2021). What is a good NPS score? Net Promoter Score Benchmark. Retrieved from&nbsp;<a href=\"https:\/\/monkeylearn.com\/blog\/what-is-a-good-nps-score\/\" target=\"_blank\" rel=\"noreferrer noopener\">What is a Good NPS Score? (2021 Net Promoter Score Benchmark) (monkeylearn.com)<\/a>, accessed December 9, 2021.<\/li><\/ol>\n","protected":false},"excerpt":{"rendered":"<p>Diesen Monat schildert unsere Audiologin Anna Biggins  die Ergebnisse einer k\u00fcrzlich durchgef\u00fchrten Umfrage zur Kundenzufriedenheit, die Lyric-Anpassenden ein L\u00e4cheln auf das Gesicht zaubern d\u00fcrfte. <\/p>\n","protected":false},"author":5,"featured_media":536461,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[16],"tags":[73,71,70,69,65,67,68],"class_list":["post-536407","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-technologie","tag-audiology-2","tag-besserhoeren","tag-hearingaids-2","tag-hearingloss-2","tag-hoerakustik-2","tag-hoergeraete-2","tag-schwerhoerigkeit-2"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v25.9 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>5 Sterne f\u00fcr Lyric | Audiology Blog<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/audiologyblog.phonakpro.com\/de\/5-sterne-fuer-lyric\/\" \/>\n<meta property=\"og:locale\" content=\"de_DE\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"5 Sterne f\u00fcr Lyric | Audiology Blog\" \/>\n<meta property=\"og:description\" content=\"Diesen Monat schildert unsere Audiologin Anna Biggins die Ergebnisse einer k\u00fcrzlich durchgef\u00fchrten Umfrage zur Kundenzufriedenheit, die Lyric-Anpassenden ein L\u00e4cheln auf das Gesicht zaubern d\u00fcrfte.\" \/>\n<meta property=\"og:url\" content=\"https:\/\/audiologyblog.phonakpro.com\/de\/5-sterne-fuer-lyric\/\" \/>\n<meta property=\"og:site_name\" content=\"Phonak Audiology Blog - 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