Client Satisfaction and Loyalty: Applying Key MarkeTrak 2022 Findings in Your Practice (Q1 2023) (TX-143-24-016)-Client Satisfaction and Loyalty: Applying Key MarkeTrak 2022 Findings in Your Practice (Q1 2023)

Client Satisfaction and Loyalty: Applying Key MarkeTrak 2022 Findings in Your Practice (Q1 2023) - Article

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The latest version of the MarkeTrak survey, MarkeTrak (MT) 2022, provides key insights for hearing care professionals (HCPs) to improve patient care. One finding is that hearing aid wearers with advanced features such as rechargeable batteries, downloadable apps, and wireless streamers report higher levels of satisfaction and improved quality of life. Additionally, individuals who acquired their hearing aids in-person are more loyal to their HCP compared to those who purchased their devices remotely or through self-fit methods. HCPs can leverage these findings by providing personalized care and incorporating advanced features into their practice.<br /><br />The loyalty of customers in the clinical practice is important as repeat purchasers make up a significant portion of annual revenue and are more likely to refer others to the practice. The Net Promoter Score (NPS) is a metric used to gauge customer loyalty and satisfaction. Customers who acquired their hearing aids in-person have higher NPS scores compared to those who acquired them remotely or through self-fit channels.<br /><br />Setting clear and specific goals for patients during the hearing aid evaluation process is crucial for achieving optimal outcomes. The Patient Expectation Worksheet (PEW) can be used to record patient goals and expectations, as well as measure progress post-intervention. The PEW facilitates a collaborative goal-setting process between the HCP, patient, and communication partner.<br /><br />Furthermore, the use of newer advanced features such as rechargeable batteries, downloadable apps, and wireless streamers can significantly enhance patient benefit. HCPs should determine who is a good candidate for these features, provide guidance on their use, and ensure that patients understand how they contribute to better outcomes.<br /><br />Overall, HCPs can differentiate themselves from competitors by providing personalized care and incorporating advanced features into their practice. By doing so, they can create more loyal patients and improve patient satisfaction.

Keywords

MarkeTrak survey

rechargeable batteries

downloadable apps

wireless streamers

in-person acquisition

customer loyalty

Net Promoter Score

Patient Expectation Worksheet

advanced features

personalized care