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Philips: End users preferred brand

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Philips Speech Processing is by far the “most recommended brand” when it comes to professional dictation solutions

“We are extremely proud to have achieved such considerable international success,” says Thomas Brauner, Managing Director, Philips Speech Processing. The Vienna-based company supplies businesses and end-users all over the world with one-stop solutions for the conversion of speech to text. Its product range encompasses software, hardware and professional services.

The renowned Gelszus rmm Marketing Research, part of Walker Global Network who are specialized in customer loyalty management, contacted a total of 17,500 users of dictation devices all over the world – doctors, journalists, architects, among others - in the second half of 2011 by telephone and e-mail to ask them about their preferences regarding professional dictation devices.

Independent study shows what really counts

Respondents were asked what the most important reason for recommending a specific dictation device or supplier was. “Users want devices from the world's leading vendor of dictation devices - and according to 80% of respondents, that's us!” said Brauner. He says the results speak volumes about his corporate strategy: “We believe in the power of simplicity. Our solutions are designed to convert speech to text as intuitive and accurately as possible and to make day-to-day life easier for their busy users.” And 85% of customers asked, said Philips provides the most user friendly software in the market.

Philips Speech Processing leading the way

The survey also shows that users of dictation devices place a high premium on product quality. And they are willing to invest. “As far as users of professional dictation solutions are concerned, the reliability of devices and software is very important for customer loyalty,” explains Brauner. “Even more important factors are speech and sound quality, product innovation and the leading the market.” The survey also revealed the importance of good customer service to the popularity of a vendor of dictation devices. Customers want quick and straightforward solutions to their problems – another reason for 73% of respondents to choose Philips as preferred supplier.

Growing market for professional dictation devices

According to the study, almost 80 percent of those interviewed said there was a growing trend towards the use of professional dictation devices on a day-to-day basis, resulting in an assumed positive market development. Some 85 percent of dealers are also planning to work closely with Philips Speech Processing in the near future, having rated Philips as the best-in-class provider of dictation solutions.

Net Promoter Score (NPS) – an industry accepted standard for measuring consumer satisfaction

Calculating NPS is very straightforward. Respondents are asked to state their willingness to recommend a brand on a 0 to 10 scale. Answers are broken down into three groups: promoters (score 9 or 10) are loyal enthusiasts who will keep buying and refer others, passives (score 7 or 8) are satisfied but unenthusiastic customers and detractors (score 0 to 6) are unhappy customers who can damage the brand and impede growth through negative word-of-mouth. To compute the NPS, the percent of detractors is substracted from the percent of promoters ranging from +100 to -100%.

“Taking into consideration that the NPS is the one of the strictest measurements for consumer satisfaction, we are more than pleased to have outperformed our main competitors with a NPS score of 40,7%,” says Thomas Brauner. “As we think that having an enthusiastic customer base is the key factor to maintain our market leading position, we are constantly striving to stay the driving force in dictation business.”

Net promoter score (NPS): Philips vs competition