NET PROMOTER SCORE FOR VISION CORRECTION

Bill Long

Abstract

PURPOSE: To profile the net promoter score for vision correction devices and vision correction surgery among patients attending normally scheduled visits at eye care practices that prescribe vision correction devices and provide eye care to patients who have had vision correction surgery.

METHODS: Three sites gave surveys to sequential, qualifying patients who presented for normal appointments over a 10 week period. A qualifying patient was one whose primary vision correction modality was spectacles, soft contacts, hard contacts, reading glasses, surgery and using a correction device, and surgery with no correction device. Subjects were provided envelopes for returning their survey and masking investigators to their response. No sample size estimate for statistical significance was made for this pilot study.

RESULTS: 159 surveys were returned from 93 (58%) females, 61 (38%) males, and 5 (3%) no sex answered. No statistically significant difference (SSD) was found for years of experience with their primary vision correction modality and sex (p=0.5552, t-test). A SSD was found for primary vision correction modality and years of experience with the primary vision correction modality (p=0000, ANOVA). Net promoter scores were for spectacles 29%, n=35, soft contacts 76% n=38, hard contacts 54% n=24, reading glasses 33% n=24, surgery and using a correction device 35% n=21, and surgery with no correction device 64% n=16, and 1 no answer. There was no statistically significant difference for the distribution of scores among primary vision correction modalities (p=0.2851, Chi square).

CONCLUSIONS: An article in the December 2003 issue of Harvard Business Review proposed that a score calculated from a single question (How likely is it that you would recommend company X to a friend or colleague?) might be the most effective indicator of business growth. Applying this concept to vision correction modalities, this pilot study found that soft contact lens wearers are the most and spectacles wearers are the least likely to recommend their modality to a friend or colleague.

Details

Year: 2012

Program Number: 125374

Resource Type: Scientific Program

Author Affiliation: Independent Project Management

Co-Authors: Sander Dorfzaun, Jason Miller, Glenda Secor

Co-Author Affiliation: Private Practitioner, Private Practitioner, Private Practitioner

Room: Exhibit Hall E