Phonak Benchmarking Survey Helps Practices Identify and Incorporate Best Practices


During 2017, Phonak LLC commissioned Customer Care Measurement and Consulting, LLC (CCMC) to conduct a nationwide survey of hearing professionals to establish basic industry metrics. Similar studies had been sponsored annually by Phonak since 2008. There were 623 respondents to the 2017 survey. CCMC assures complete confidentiality on individual respondent data. Individual practice data is never shared with anyone outside of CCMC. The ADA Practice Performance Comparison (PPC) report shows how ADA respondents compared to all other survey respondents.

ADA thanks Phonak for its commitment to help practices better allocate resources, and operate more efficiently and effectively. Few hearing practices have the means to conduct market research to define competitive performance norms that are statistically valid. This benchmarking survey was designed to provide individual hearing practices with a tool they can use to compare their performance against industry standards. These industry benchmarks can be used as a basis for assessing and setting realistic, continuous and fact-based improvement goals.

To make best use of this report, compare your performance on key metrics/performance benchmarks to that of all hearing practices. You can use the blank column at the far right of the tables to jot down your own practice metrics. For a more refined use of the data in this report, compare your performance to that of other practices of your practice type; e.g., “multiple full-time locations.” Identify where your practice’s performance falls below the median on key metrics/performance benchmarks. These areas should become the focal points for your practice improvement plan.

Phonak, LLC is providing this educational content about clinic business best practices and benchmarking as a courtesy. Phonak is not responsible for how you choose to apply this information or your learnings from this content. Further, it is recommended that you consult your own legal counsel regarding how you choose to operate your clinic practice in order to maintain compliance with applicable state and federal laws. All of the material provided whether presented in writing or verbally, is the property of Phonak, LLC and may not be reproduced without the express written permission of Phonak.

Methodology
  • Survey fielded and findings prepared by Customer Care Measurement & Consulting, LLC.
  • Fielding period: June 21, 2017 – July 28, 2017
  • Web-based survey methodology
  • Data from survey self-reported
  • Survey fielded and findings prepared by Customer Care Measurement & Consulting, LLC.
  • Selected questions removed/added/changed in the 2017 survey
  • Special questions were included for ENT respondents only
  • 12% of individual respondents (by e-mail address) participated in both the 2015 and 2017 surveys
  • Some numbers may not equal 100 percent due to rounding or because question was a
For more information in regards to survey methodology, click here.