Abstract
Recent regulatory changes in the United States created a category of hearing aids
that could be purchased over-the-counter (OTC), directly by a consumer without professional
dispensing. Evidence supporting the benefits of OTC hearing aids for adults with perceived
mild-to-moderate hearing difficulty is somewhat mixed in the literature. The purpose
of this study is to compare hearing aid benefits and satisfaction rates for OTC and
traditional, provider-dispensed hearing aids within the MarkeTrak 25 survey data.
Results of the survey demonstrate robust benefits and high satisfaction rates for
both OTC and traditional hearing aids. However, there are some differences in trends
between OTC and traditional hearing aids. Specifically, within owners of traditional
hearing aids, there is remarkable stability in terms of benefits, satisfaction rates
(83% of hearing aid owners are satisfied), and net promoter scores (+30 points for
promoters relative to detractors). These values are essentially unchanged over the
last several years, suggesting the introduction of the formal OTC hearing aid category
has not affected the benefit or satisfaction rates of traditional hearing aids. The
OTC hearing aids themselves have similar benefits as traditional hearing aids, although
slightly lower satisfaction rates (76% of OTC hearing aid owners are satisfied). Compared
to owners of traditional hearing aids, owners of OTC hearing aids were less likely
to be satisfied with the size and reliability of their hearing aids, although they
were more likely to be satisfied with the price of the hearing aids. The current data
also highlight the importance of professional services, even within the group of OTC
hearing aid owners. Not only did most OTC hearing aid owners (approximately 80%) utilize
some type of professional service, but those who did receive professional support
were more likely to be satisfied with their hearing aids than were those who did not
receive professional services. Therefore, although the OTC hearing aids are beneficial
and consumers are satisfied with them, professional support continues to be an important
and beneficial aspect in the OTC category of hearing aids.
Keywords
hearing aid - over-the-counter - benefit - satisfaction - professional services
