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Research Methodology

How an Overall Performance Rating is Calculated


Software

The overall performance rating is calculated from individual scores for 25 questions. The questions are measured using a rating scale of 1-9 (1=poor and 9=excellent) and “yes” or “no” when applicable. The questions allow healthcare providers to rate the product/vendor in the areas of Sales & Contracting, Implementation & Training, Functionality & Upgrades, Service & Support and General. Each question is weighted equally. The total score is based on a 100-point scale.

Criteria covered in software evaluations are as follows:

  • Contracting experience
  • Product works as promoted
  • Money’s worth
  • Avoids nickel and diming
  • Quality of implementation
  • Implementation on time
  • Quality of training
  • Overall product quality
  • Delivery of new technology
  • Ease of use
  • Product response time
  • Supports integration goals
  • Product has needed functionality
  • Quality of phone/web support
  • Proactive service
  • Vendor executive involvement
  • Lives up to expectations
  • Keeps promises
  • Part of long term plans
  • Overall communication
  • Recommend to peer/friend
  • Overall satisfaction
  • Forecasted overall satisfaction
  • Would you buy again
  • Ranked client’s best vendor

Service Firms

The overall performance rating is calculated from individual scores, each with equal weighting, from 15 criteria. The 15 performance criteria are measured using a rating scale of 1-9 (1=poor and 9=excellent) and “yes” or “no” when applicable. The performance criteria allow healthcare providers to rate the product/vendor in the areas of Sales & Contracting, Implementation & Training, Service & Support and General. Each question is weighted equally. The total score is based on a 100-point scale.

Criteria covered in service firm evaluations are as follows:

  • Contracting experience
  • Product works as promoted
  • Money’s worth
  • Avoids nickel and diming
  • Implementation on time
  • Quality of implementation staff
  • Vendor executive involvement
  • Lives up to expectations
  • Keeps promises
  • Real problem resolution
  • Overall communication
  • Recommend to peer/friend
  • Overall satisfaction
  • Would you buy again
  • Ranked client’s best vendor

Medical Equipment

The overall performance rating is calculated from individual scores for 25 criteria. The 25 performance criteria are measured using a rating scale of 1-9 (1=poor and 9=excellent) and “yes” or “no” when applicable. The performance criteria allow healthcare providers to rate the product/vendor in the areas of Sales & Contracting, Implementation & Training, Functionality & Upgrades, Service & Support and General. Each question is weighted equally. The total score is based on a 100-point scale.

Criteria covered in medical equipment evaluations are as follows:

  • Contracting experience
  • Product works as promoted
  • Money’s worth
  • Avoids nickel and diming
  • Quality of implementation
  • Implementation on time
  • Quality of training
  • Overall product quality
  • Delivery of new technology
  • Product reliability/uptime
  • Ease of use
  • Supports integration goals
  • Product has needed functionality

  • Quality of phone/web support
  • Quality of field support
  • Proactive service
  • Account management
  • Lives up to expectations
  • Keeps promises
  • Overall communication
  • Recommend to peer/friend
  • Overall satisfaction
  • Forecasted overall satisfaction
  • Would you buy again
  • Ranked client’s best vendor