WESTLAKE VILLAGE, Calif: 6 November 2014 — It is a common practice for adults with Type 1 or Type 2 diabetes to receive an offer for a free blood glucose meter from manufacturers. However, satisfaction is significantly higher among meter users who are offered a choice from a selection of at least three free meter models than among those who are not offered a choice, according to the J.D. Power 2014 U.S. Blood Glucose Meter Satisfaction Study.SM
The study measures customer satisfaction with blood glucose meters based on six factors (in order of importance): performance (26%); ease of use (24%); design (20%); features (19%); cost of test strips (6%); and training (5%). Satisfaction is calculated on a 1,000-point scale.
Overall satisfaction with blood glucose meters improves to 823, up 10 points from 2013, attributed to increases in satisfaction with design, features and cost of test strips. While 30 percent of users indicate that the primary reason for selecting their meter is that it was free, 77 percent overall do not pay for their meter. There is no difference in satisfaction between meter users who receive a free meter (826) and those who pay for one (827).
“Because of the disparate preferences among meter users, choice is a very important driver of satisfaction,” said Rick Johnson, director of the healthcare practice at J.D. Power. “There is no single design that can satisfy everyone, so manufacturers need to offer a full range of models, from meters with basic functions to those with the latest interactive features, innovations and technologies. By offering a choice of at least three free meter models and communicating that this choice is available, manufacturers are more likely to improve user satisfaction and brand loyalty.”
- When the meter is free, satisfaction is significantly higher among users who have a choice of between one and three additional model options than among those who do not have an option at all (849 vs. 818, respectively).
- Overall, 38 percent of meter users indicate having had multiple meters to choose from when they acquired their meter.
- More than one-fourth (26%) of blood glucose meter users indicate that ease of using test strips was an important reason why they selected their particular model. Satisfaction with cost of test strips has improved to 741 in 2014 from 695 in 2013.
- When meter users select a meter based on lancet size, satisfaction is 75 points higher, on average, than when selection is not based on lancet size.
- While a doctor’s office remains the most common location to obtain a meter (23%), meter users have increasingly obtained their device during the past two years from a chain drug store (18% in 2014 vs. 12% in 2012) or mass merchandiser (13% in 2014 vs. 8% in 2012).
Blood Glucose Meter Ranking
Bayer ranks highest in satisfaction with a score of 843, performing particularly well in meter performance; ease of use; design; features; and cost of test strips. LifeScan (835) ranks second, followed by Abbott Laboratories (827) and Roche Diagnostics (823).
The 2014 U.S. Blood Glucose Meter Satisfaction Study is based on responses from 2,024 blood glucose meter users with Type 1 or Type 2 diabetes. The study was fielded in September 2014.
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