Medical Software that Pushes the Boundaries

Are the Benefits Worth all the Crashes?

The Challenge

Actionable Research was chosen to quantify various dimensions of satisfaction by a software company serving the medical diagnostics industry.  Since this software enabled the reviewing physician to see more clearly medical issues that are otherwise not visible using more traditional analytical methods.  However, the software was extremely resource intensive and thus, required specialized hardware that was frequently provided by the software company. 

The main issue was, how many failures were too many?  Was the value of the newer capabilities worth the frustration that came with the difficulties?  More important, what difficulties placed loyalies at risk, and what should be done about the difficulties?

The Approach

Actionable Research debriefed internal staff regarding their processes and procedures, the most likely uses of the software, and the different dimensions that are considered by customers when thinking of the application.  Actionable Research applied its proprietary methodology to discover the importance of each attributes relative to each respondent’s individial preferences and overall desire to keep using and recommending the product to their colleagues.  The survey was fielded in the US and involved over 175 locations.

The Result

The customer loyalty measurement results yielded several important conclusions regarding development and platform priorities, service and support issues and best case resolutions and even offered insignts for future M&A activities.

By employing its process-oriented customer loyalty methodology, Actionable Research’s client was enabled to understand where to invest its product development budget, as well as understanding how to better communicate plans to its customers.