These are astounding customer satisfaction results, especially for a medical product like hearing aids that people complain so much about.
Newport Beach, California (PRWEB) June 22, 2011
Newport-Mesa Audiology, Balance and Ear Institute (the Institute) announced today satisfaction ratings among patients who use Lyric, the first and only extended wear hearing device that is 100 percent invisible. The Institute reported 99 percent of patients who wear the Lyric prefer the hearing device over their prior traditional hearing aids. InSound Medical, who exclusively manufactures the Lyric, also reported the company received a Net Promoter Score of 61 on a scale of -100 to 100, which is comparable in customer satisfaction to companies like Google and JetBlue.
According to Dr. Howard T. Mango, founder and executive director of Newport-Mesa Audiology, Balance and Ear Institute, Lyric is comfortably placed in the ear canal by a Lyric trained hearing professional and can be worn 24 hours a day, seven days a week, for up to 120 days. No surgery or anesthesia is required. Lyric is positioned completely inside the ear canal, so it uses the ear’s natural anatomy to provide exceptional sound quality. Deep canal placement helps to improve directionality and localization (ability to determine where sounds are coming from), reduce feedback and occlusion (plugged feeling), minimize background noise, and helps to improve the ability to hear high frequency sounds.
“These are astounding customer satisfaction results, especially for a medical product like hearing aids that people complain so much about,” said Dr. Mango. “Patients are raving about Lyric in the areas of cosmetics, sound quality, comfort, telephone use, occlusion and feedback. In fact, 93 percent of Lyric users are very satisfied with Lyric hearing devices and they prefer it by 99 percent over their prior traditional hearing aid.”
According to the survey conducted by InSound Medical, these are the patient satisfaction results:
- Clinical patients rate Lyric at 4.86 on scale of 1-5 in terms of cosmetics (1=very dissatisfied, 2=not satisfied, 3=neutral, 4=satisfied, 5=very satisfied)
- Clinical patients rate Lyric at 4.56 on scale of 1-5 in terms of sound quality satisfaction (1=very unclear, 2=unclear, 3=neutral, 4=clear, 5=very clear)
- Clinical patients rate Lyric at 4.46 on scale of 1-5 in terms of comfort satisfaction (1=very uncomfortable, 2=not comfortable, 3=neutral, 4=comfortable, 5=very comfortable)
- Clinical patients rate Lyric at 4.44 on scale of 1-5 in terms of telephone use satisfaction (1=very dissatisfied, 2=not satisfied, 3=neutral, 4=satisfied, 5=very satisfied)
- Clinical patients rate Lyric at 3.92 on scale of 1-5, when asked how often they experience occlusion (1=very often, 2=often, 3=neutral, 4=rarely, 5=never)
- Clinical patients rate Lyric at 4.38 on scale of 1-5, when asked how often they experience feedback (1=very often, 2=often, 3=neutral, 4=rarely, 5=never)
- Clinical patients rate Lyric at 4.65 on scale of 1-5 in terms of overall satisfaction with Lyric (1=very dissatisfied, 2=not satisfied, 3=neutral, 4=satisfied, 5=very satisfied)
“The combination of such strong patient satisfaction results and the Lyric Net Promoter Score shows that Lyric users are extremely happy with Lyric hearing devices,” said Ken El-Sherif, vice president of marketing for InSound Medical. “Lyric is not right for all patients, but the patients who can wear Lyric simply love it.”
According to the website NetPromoter.com, a Net Promoter Score is based on the fundamental perspective that every company’s customers can be divided into three categories: Promoters, Passives, and Detractors. By asking one simple question -- How likely is it that you would recommend [Lyric] to a friend or colleague? -- a company can track these groups and get a clear measure of its performance through its customers' eyes. Customers respond on a 0-to-10 point rating scale and are categorized as follows:
- Promoters (score 9-10) are loyal enthusiasts who will keep buying and refer others, fueling growth.
- Passives (score 7-8) are satisfied but unenthusiastic customers who are vulnerable to competitive offerings.
- Detractors (score 0-6) are unhappy customers who can damage your brand and impede growth through negative word-of-mouth.
To calculate a company's Net Promoter Score (NPS), take the percentage of customers who are Promoters and subtract the percentage who are Detractors.
Dr. Mango said, although Lyric is an exciting and unique hearing solution, like all hearing aids, it is not the right solution for everyone with hearing loss. Lyric is appropriate for people with mild to moderately-severe hearing loss. A Lyric trained hearing professional like Newport-Mesa Audiology, Balance and Ear Institute needs to assess the hearing, ear size and shape, and medical condition of each patient to evaluate if Lyric is right.
Newport-Mesa Audiology Balance and Ear Institute (http://www.dizziland.com) is one of the nation’s most well-equipped audiological facilities, serving an ever-growing number of adult, teen and pediatric hearing loss cases and was one of the first practices to offer and fit the advanced Lyric hearing device. The Institute is also one of the country's leading institutes for the research, diagnosis, treatment and rehabilitation of patients with dizziness, vertigo and balance disorders. A team of doctors of audiology work with state-of-the-art technology in the areas of hearing loss and vestibular diagnosis and rehabilitation. The Institute receives referrals from a broad network of physicians including neurologists, otolaryngologists, internal medicine, cardiologists and family physicians.