DHI Has The Highest Level of Customer Satisfaction: IMRB Survey

Very recently, DHI was ranked Number 1 in a customer satisfaction survey conducted by IMRB International on the hair transplant services in India. According to the survey, DHI received the high rating of 8.3 for overall client satisfaction, a business facet which acts as a key differentiator for DHI as a renowned brand and as a market leader.

About IMRB

Born out of the conviction that sound customer insight is what leads to good advertising, IMRB is one of the top market research companies in the world. Set up in 1970, IMRB believes in developing a learning culture that fosters innovation. The vision and leadership of IMRB in the Indian Market can be seen in the numerous industry wide measurement and rating systems that have been established by the company.

About DHI

With 60 clinics in 36 countries, DHI Medical Group is the world’s largest chain of hair restoration clinics. Considered as the gold standard in hair restoration, DHI has the strongest research advisory board and world class facilities where you are not just a client, but a patient whose best interest is always of utmost priority in the minds of our medical teams.

What was this Survey all about?
 

The survey was conducted by IMRB trained tele-callers during the period of May to June 2015. The survey was based on a structured questionnaire and a 10 point rating scale was used to rank the different hair transplant clinics. Customers who had done a hair transplant in the last 1 year were interviewed via telephone from a database of DHI’s and other competitions’ customers. Random sampling was done with the database, and quality checks were performed to ensure the standard of the reports. Back checks were also conducted for about 20% of the reports to ensure interview quality.

The Achievements
 

DHI scored a high overall score of 8.3, placing it as number 1 in customer satisfaction. Other specifics of the survey include:
 

Top three reasons for selecting other hair transplant clinics (listed by rank)

1. Referred by general physician
2. Reputed hospital / clinic
3. Reputed doctors in the clinic

Top three reasons for selecting DHI (listed by rank)

1. Availability of advanced techniques for hair restoration
2. Recommendation from a friend or relative
3. Reputed hospital / clinic

Top three clinics for hair transplant according to respondents (listed by rank)

1. DHI
2. Berkowits
3. Advanced Hair Studio

In terms of experience, DHI ranked number 1 in the following:

1. Infrastructure (cleanliness, hygiene levels)
2. Qualification of the medical team
3. Performing the procedure
4. Doctor’s involvement during the procedure
5. Professionalism of entire procedure (closely followed by Advanced Hair Studio and Berkowits)
6. Staff behavior
7. Use of advanced technology
8. Quality of the results
9. Recommendation  for hair transplant after detailed diagnosis

DHI also ranked highest in terms of procedural instructions and other parameters including:

1. Proper explanation of patient’s responsibility and rights
2. Pre and post procedure instructions
3. Number of hair to be implanted
4. Expected results
5. After effects of hair transplantation
6. Pricing parameters

DHI’s main referrals come from our online advertising and marketing efforts (70%) while other clinics receive their bulk of clientele from being referred to by general physicians (91 – 100%).

Key Aspects as Observed Through the Survey

Sources of Information
 

Major source of awareness about the DHI clinics was through online advertising (70%), while for competition brands the major source is Referrals by general physician (>90%).
 

Experience at the Clinic
 

DHI ranked as the top performer, with an average score of 8.76. ‘Professionalism of entire procedure’ sector saw DHI closely followed by the Advanced Hair Studio & Berkowits.
 

Procedural Instructions and Information provided
 

DHI stays ahead of the competition in this aspect. Pricing parameters, though still scored higher than the competitors, had a relatively low score of 7.64
 

Pain Experienced
 

Relatively lower levels of ‘pain experienced’ by DHI customers.
 

Pricing Parameters
 

Scores for DHI are ahead of the competition on pricing parameters.
 

General
 

In the overall satisfaction level, DHI remains ahead of the competition with a score of 8.33 and a score of 8.53 for likelihood of recommending to family and friends.
 

Demographics
 

97% of the DHI customers are men, however, similar trends were observed across all the brands.