PercepticMetrics ®

Working with an internationally recognized mathematical psychologist, Dr. Gordon Bechtel, PMR has developed a sharper and more advanced statistical measurement tool to evaluate customer satisfaction, consumer confidence, and life quality satisfaction.

Using this unique analytical model, we can probe behind the percentages which are the end products of most analyses and provide even further insights into the core satisfaction of the respondents to offer a more complete, accurate and pinpointed look at each satisfaction component.

PerceptiMetrics ® — Turning perceptions into numbers

1. Applications

Attitudes-Affect

Concept Testing

Brand Image and Advertising Assessment

Life Quality

Customer Satisfaction

Opinion Polling

Health-Care Satisfaction

Mystery Shopping

Expectations-Experience

2. Item specific cut-points on the satisfaction scale

Table 1. Real, true-to-life rating scores

Q1. Patient's satisfaction with speed of emergency room service

(1)

(2)

(3)

(4)

(5)

Very
Dissatisfied

Dissatisfied

Neutral

Satisfied

Very
Satisfied

Mean Rating
(Interval)

Very Dissatisfied

Dissatisfied

Neutral

Satisfied

Very
Dissatisfied

Listen

_{_{_{Never,

Sometimes}}}

_{_{_Usually}}

_{_{_Always}}

No

Yes

Encourage

^{Figure 1. Commensuration

of items listened carefully and encouraged

exercise on a

satisfaction scale.}

Table 2. Commensurable HMO Scores

Q1. Patient's satisfaction with speed of emergency room service

Department Listened Carefully

Encouraged Exercise

Never,
Sometimes

Usually

Always

Percepti-
Metrics^¨

Yes

Percepti-
Metrics^¨

HMO A

1.53

.41

HMO H

.90

.85

HMO P

.49

-1.39

HMO U

.43

- .85

Note. By conventional methods the never, sometimes/usually/always and no/yes percentages are not comparable.

By PerceptiMetrics^¨they are.

P

U

PU

HH

A

_____________________________________

0

_____________________________________

Satisfaction

Figure 2. Satisfaction gaps between listened carefully and encouraged exercise for four HMOs.

3. Protecting the Data Collection Investment

Asking better questions

Statistically optimal scores

More informed data analysis

Invariant scores

More actionable results

Secondary analysis of archival data

Monitoring change with longitudinal panels
and fresh samples

Better output in subsequent procedures i.e. regression
and anova

Handling correlated ordinal data

OTHER STATISTICAL ANALYSES BENEFITING FROM THE INPUT OF PerceptiMetrics^¨

Satisfaction as an independent
variable affecting, say, patient
volume

Satisfaction's association with,
say, hospital image

Satisfaction as a dependent variable,
effected by, say, doctor's hours

REGRESSION

CORRELATION

REGRESSION

ANALYSIS OF VARIANCE

TIMES SERIES

ANALYSIS OF VARIANCE

FORECASTING

FACTOR ANALYSIS

CONJOINT ANALYSIS

Click to view* PerceptiMetrics^SM^-REPORT ITEM, COMPOSITE AND OVERALL SATISFACTION OF SUB GROUPS COMPARED ON A SINGLE SATISFACTION SCALE

*View with Adobe Acrobat Reader. Free downloadable from the Adobe site. Click here to

Dr. Gordon G. Bechtel, a Senior Research Scientist, is the creator and modeler
of PerceptiMetrics¨. Dr. Bechtel is an internationally experienced mathematical psychologist whose desire has always been to build a superior, ultra-precise and more true-to-life measurement tool for customer/audience satisfaction, consumer confidence and life quality. Dr. Elaine-Lyons has worked closely with Dr. Bechtel on the successful development, programming and implementation of PerceptiMetrics¨.

PerceptiMetrics¨ offers a measurement which transcends basic statistical demographics and psychometrics for a sharper, closer-to-reality examination of results for consumer satisfaction and life quality studies.

In keeping with the code of ethics of the Marketing Research Association, American Evaluation Association, and the Organization of Public Opinion Research, PMR's policy is not to share any research results from our clients' projects unless authorized by the client or required by law.