Varian has been recognized again as the leader in the annual IMV ServiceTrak™ Radiation Oncology Systems report, ranking first in all nine of the tracked categories. Additionally, Varian’s Net Promotor Score (NPS) improved from 78 in 2019 to 85 in 2020—the highest NPS among industry competitors. NPS represents the likelihood a customer would recommend a manufacturer to a colleague.
“This annual survey is very important to us because we are laser-focused on providing value to our customers, and this gives us direct feedback about how we’re doing. It is a sign we are meeting and exceeding our customers’ needs, which is what we strive to do—because we never forget that our customers are helping cancer patients—the ultimate beneficiaries when we’re successful,” said Kevin O’Reilly, president of Varian’s Oncology Systems business.
“In addition to these rankings, we are pleased at the accelerated trajectory of improvement in NPS score, year-over-year, during an especially difficult year, when our service teams really had to go the extra mile to be able to provide service safely during a pandemic. A score of 85 puts us in the top quartile of NPS scores—across all industries,” O’Reilly added.
For the fourth year in a row, Varian achieved the top ratings for Best Customer Satisfaction, Best System Performance, and Best Service. In the current, 2020 report, the nine categories for which Varian ranked first included:
- System Uptime Meets Expectations
- Technology Leadership
- Reliability of Hardware
- Competence of Service Engineer
- Overall OEM Applications Training Program
- System Software Ease of Use
- Ease of Integration – Treatment Planning
- Overall Service Performance
- Service Follow-up
The IMV ServiceTrak Radiation Oncology Systems report is a survey of U.S. hospital oncology professionals who perform therapeutic radiation oncology treatments using external beam radiation therapy systems. The survey results from interviews with 345 unique radiation therapy sites representing 533 systems. Respondents participated in online data collection between April 28, 2020 – August 31, 2020 and during phone interviews from July 14, 2020 – September 1, 2020.