Study assesses customer satisfaction with blood glucose meters

Training materials that are accessible and easy to understand contribute to an overall increase in satisfaction among adults or parents of children with Type 1 or Type 2 diabetes who use a blood glucose meter, and satisfaction is significantly higher when they understand how to use their meter, according to the J.D. Power 2015 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 has increased to 826 this year, up 3 points from 2014.

Blood glucose meter training and training materials are important and have a significant impact on satisfaction when they are provided. Satisfaction with training is 823, up a significant 14 points from 2014 and 25 points from 2013. When users receive written training materials, overall satisfaction is 20 points higher than the industry average; 19 points higher when users receive online information; and 16 points higher when users view a demonstration video online. In contrast, when users do not receive any training materials, satisfaction declines by 17 points. Ensuring that users completely understand the written training materials is a key performance indicator, providing an 88-point lift in overall satisfaction when it is met.

While written materials remain the most common training support provided, just 38 percent of meter users receive written materials, down from 43 percent in 2014. However, the use of training information online has increased to 16 percent from 11 percent year over year, and the use of demo videos online has increased to 14 percent from 9 percent.

"In an era of instant information where consumers readily search the Internet for information or 'how-to' videos on healthcare topics of interest, blood glucose meter training is no exception," said Rick Johnson, director of the healthcare practice at J.D. Power. "Rather than having consumers view a random YouTube video about meter usage, blood glucose meter manufacturers need to meet the needs of their customers for easier access to information. This can be accomplished by providing training materials--such as instructional videos--that are easy to access, watch and understand, regardless of whether customers are doing so from home or using a mobile device on the go."

According to Johnson, manufacturers need to ensure users understand any changes to a new model and clearly show where users can view instructional videos. Knowing how to use the meter builds confidence in the accuracy of the test results, ultimately leading to satisfaction and loyalty.

KEY FINDINGS

• Satisfaction with meter features continues to increase, up by 21 points from 2013 to 805 this year, with the most often used feature being the large print on display screen option. When meter users regularly use the large print option, overall satisfaction increases by 55 points. Nearly half (47%) of users indicate they regularly use this feature, and 21 percent say it is the most important feature on their meter.
• Test strips are critically important to the customer experience. Satisfaction with the cost of test strips factor improves significantly to 767, which is an improvement of 26 points from 2014. Nearly 4 in 10 (39%) users indicate they have no limit on the number of strips that will be reimbursed or paid for each month. Users want them to be easy to use, affordable and interchangeable.
• Among customers using a free meter, satisfaction increases to 847 when they have a choice of four or more meters, compared with 818 when they have no choices. More than two-thirds (68%) of meter users obtain their meter free of charge.
• The most common location to obtain a meter continues to shift toward chain drug stores (22% in 2015 vs. 16% in 2013) and mass merchandisers (16% in 2015 vs. 12% in 2013), and away from doctor's offices (19% in 2015 vs. 24% in 2013).
• Providing an outstanding meter user experience can generate high levels of customer advocacy and retention. The study finds that 67 percent of highly satisfied users (overall satisfaction scores above 900) say they "definitely will" recommend their current meter, while only 5 percent of dissatisfied users (scores of 550 and below) say they "definitely will" recommend their meter.

Blood Glucose Meter Ranking

Roche Diagnostics ranks highest in satisfaction with a score of 839, up 16 points from 2014, performing particularly well in all six factors. Abbott Laboratories (827) ranks second. No other brand ranks above industry average.

The 2015 U.S. Blood Glucose Meter Satisfaction Study is based on responses from 2,026 adults or parents of children with Type 1 or Type 2 diabetes who use a meter made by one of the four largest manufacturers (representing 75% of the U.S. market). The study was fielded from July 27, 2015, through August 7, 2015.