Lyric™ wearers give 5-star rating

Audiologist, Anna Biggins, shares findings from a recent consumer satisfaction survey that will make Lyric providers smile.

Wanting to know what consumers really think about our products and services naturally sparks curiosity among us all. It tells us where we are doing well and where we could do better. However, are good old satisfaction surveys still a relevant source of information?

Well if we look at what PricewaterhouseCoopers (PwC) and other large professional services companies have to say, the answer would be a resounding yes! 1,2

“59% of consumers will leave after several bad experiences
…17% after one bad experience“3
-PwC

This also includes previously loyal consumers and unfortunately they might not come back. So taking the time to collect this data is vital in an age where all it can take is a few bad reviews on social media for a business to end up in real trouble.

That is exactly what our Lyric team did.

Lyric wearers surveyed across 4 countries

Together with an external company we conducted a large online consumer survey across USA, Australia, Germany and France.4 This was then followed up with smaller group or one-on-one interviews with consumers who agreed to speak with us directly via the original online survey.

What respondents said about Lyric technology4

  • 90% said their expectations from Lyric have been met or exceeded.
  • 93% said Lyric regularly improves their quality of life.
  • A high Net Promoter Score® (NPS) of 52*.

NPS is a customer experience metric that measures clients’ loyalty to a company, product or service based on the answers to one question: “How likely are you to recommend [company, product or brand X] to a friend, relative or colleague?”.5

* A positive NPS (>0) is considered as good.6  Click here to learn how to calculate the NPS.

What respondents said about their Lyric providers4

  • 99% of respondents said that they were very satisfied with their hearing care professional and the services.

This second result personally made me so happy and I want to say thank you to all the Lyric providers out in the world today as you are clearly doing a fantastic job! The good news for you is this level of satisfaction also has an influence on your clients’ outcomes.

How we will use the survey results?

Conducting the Lyric consumer survey results and the subsequent interviews gave us useful information on what works well and where we need to continue to improve.

We will:

  • Continue to measure and check the satisfaction to see if we are still moving in the right direction.
  • Share the valuable insights we received from the smaller group interviews and discussions with our Lyric wearers in a future blog article.

So let’s keep engaging and learning what we can from our clients, and continue to reach for the stars to achieve those 5-star consumer satisfaction ratings.

To learn more about Lyric technology, we invite you to our product pages.

References:

  1. PwC (2021) Customer satisfaction surveys. Retrieved from Customer satisfaction surveys (pwc.com), accessed December 9, 2021.
  2. ICMI. (2021).  The value of customer satisfaction surveys. Retrieved from The Value of Customer Satisfaction Surveys (icmi.com), accessed December 9, 2021.
  3. PwC (2018). Experience is everything: Here is how to get it right. Retrieved from https://www.pwc.com/us/en/zz-test/assets/pwc-consumer-intelligence-series-customer-experience.pdf
  4. Knorr, H. (2021) Lyric consumer survey #4446  for more information contact claims@phonak.com
  5. Hotjar (2021). What is a Net Promoter Score? Your introduction to NPS. Retrieved from https://www.hotjar.com/net-promoter-score/,  accessed December 9, 2021.
  6. Roldós, I. (May 6, 2021). What is a good NPS score? Net Promoter Score Benchmark. Retrieved from What is a Good NPS Score? (2021 Net Promoter Score Benchmark) (monkeylearn.com), accessed December 9, 2021.