Earlier this year, as part of its commitment to continually improving its customer service, MEGIN partnered with B2B international – a full-service market research company, to issue a global satisfaction survey to its customers, looking closely at the service MEGIN provides and satisfaction levels across the customer journey. Of those who were interviewed, 77% had been using MEGIN’s products for at least 3 years – suggesting its reliability and familiarity amongst customers.
Why was the survey conducted?
The global satisfaction survey was conducted to gain a more inclusive understanding around the uptake and use of MEG technology as well as customers’ attitudes towards the product and the training provided by MEGIN, to identify any potential areas for improvement. The survey also helped to provide a view on clinicians’ and researchers’ attitudes towards the technology.
This survey was sent out to customers globally in North America, Europe, Middle East, and Asia, who all provided high levels of satisfaction scores in relation to the MEGIN technology they used.
The key findings
Although MEG technology has been available to support the diagnosis and pre-surgical evaluation of epilepsy patients for more than 30 years, the uptake of it, especially by clinicians, has developed at a relatively slow pace. Despite the low uptake in clinical settings, the survey revealed that doctors who used MEG saw the most value in the technology.
One of the key findings from the survey was that across the customer journey; MEGIN was seen to be strong in areas relating to installation and project management – with almost half of customers scoring 10/10.
The installation time of products scored highly across all regions but was regarded as particularly strong in Europe and Middle East where customers scored the installation time as 8.9 out of 10.
Alongside this, customer service and support also received particularly high scores owing to the professionalism of MEGIN engineers and their response time to calls – ranking 8.9 out of 10. When talking about the service they received, customers described the service as being friendly, professional, and most importantly helpful.
Across the customer journey, the sales and set up of MEGIN devices received an average score of 8.4 out of 10 from both clinical and research customers. In Europe and Middle East, MEGIN received best in class scores for three sales and set up attributes relating to the trustworthiness of MEGIN sales representatives, the timeliness of response during the sales process and MEGIN’s ability to understand customer requirements.
In terms of value for money and costs, 90% of MEGIN’s clinical customers agreed that the service and support provided by MEGIN is worth the price they pay, Additionally, 75% of MEGIN’s clinical customers agreed that the products from MEGIN are worth the price.
The survey also reported that many customers felt MEGIN devices were worth the price owing to the quality and sophistication of the technology, reliability of the software, and the responsiveness of MEGIN engineers. The quality of MEGIN’s devices is seen to be the best in the market and their role of being highly specialised is what enabled customers to justify the investment of them. MEGIN’s level of expertise was also highlighted, with the technical knowledge of MEGIN staff outweighing other providers in the field.
In addition to overall high scores relating to customer satisfaction, the majority of MEGIN customers said they would recommend MEG technology – 8.3 out of 10 customers reported that they would recommend MEG technology and MEGIN owing to its strong associations as a trusted, supportive partner.
One customer in management from Asia commented: “This is one of my most trusted devices and there is nothing on the market that can replace it. All functions are managed by modularisation, and the system is stable.”
Meanwhile another customer working in the clinical field added: “They have the most powerful and the most advanced imaging device on the market. They are the most widely used MEG machine in the market, so they have a wide user network.”
The survey revealed that the most common form of communication between MEGIN and its customers was through email newsletters and industry events, particularly noting that MEGIN’s free email newsletter ‘MEGIN Matters’ is the most well received amongst the community, with two in three customers being able to easily recall this level of communication.
The MEGIN masterclass and spotlights program were also considered to be useful with 32% of customers recalling the MEGIN masterclass webinars and 20% of customers recalling the MEGIN spotlight sessions. Customers who had seen the MEGIN spotlight interviews were the most satisfied with the format and frequency of them.
Prior to this survey, which is the first conducted by MEGIN, in 2015, a similar customer satisfaction survey was conducted by its previous owner. When comparing the 2015 results to the results of the 2022 survey, it is evident to see that MEGIN has improved in all areas from customer satisfaction to reliability of the MEGIN product – which is a great achievement for the company. It also highlights MEGIN’s commitment to continually listening to customers and improving its technology to provide a better user experience.
The positive responses received from the global customer satisfaction survey shows MEGIN technology to be reliable, highly satisfactory, and valuable for both researchers and clinicians. MEGIN looks forward to being able to introduce MEG technology to more clinical and research settings across the globe.
MEGIN is a neuroscience technology company based in Helsinki, Finland. The company is focused on developing innovative solutions for functional brain mapping for the presurgical evaluation of epilepsy, brain tumors or other lesions of the brain. For over 30 years, MEGIN has been the global leader in magnetoencephalography (MEG) technology. The TRIUX™ neo provides a non-invasive, real-time view of patient-specific neural activity with millimeter accuracy and millisecond resolution, providing the most precise information currently available on the market.
© 2023 MEGIN – TRIUX™ neo is available for sale in EU and USA markets. In other geographical areas, contact your local MEGIN representative. TRIUX™ neo is intended to non-invasively locate regions of epileptic activity within the brain and, in conjunction with other diagnostic data, in neurosurgical planning. All other applications are research in nature. Please contact for data references and any further information.