FLFE Phase 1 Customer Experience Survey Results
Presented April 30, 2022
Data collected Autumn, 2021
See the presentation from our April 30, 2022 webinar, with Dr. Gary E. Schwartz presenting the data from our Customer Experience Survey. The slide deck is available below in the left column, as well.
FLFE customers often spontaneously share the benefits they experience in the FLFE environment. We analyzed four years to find the experiences that were most often reported. A survey instrument was developed to evaluate the degree of benefits, the replicability of the degrees of benefits and the relationship between expectation of benefits and what was actually experienced. We consider this a Phase I exploratory small-scale research project.
Our FLFE research team has committed to following the data – even if we get results that we didn’t expect. Needless to say we got a few surprises!
Dive into the in-depth analysis to see the data behind the conclusions. (PDF below)
Survey Questions & Conclusions
Conclusion 1
It is possible to measure 16 commonly reported benefits from1 FLFE using a standardized questionnaire/ survey.
Conclusion 2
The majority, (57.86%) of respondents in a large sample (n=338) survey report experiencing these benefits, and an additional 23.48% report experiencing some benefits. Only 18.66% of the respondents report minimal or no benefits.
Conclusion 3
These substantial effects are replicated across genders and ages. They are also replicated across people experiencing the FLFE service for 3 months or longer extending beyond 3 years.
Conclusion 4
These substantial experienced benefits cannot be explained as being a simple placebo effect. The majority (66.57%) of the respondents reported that their experiences of the benefits were greater than they expected, implying they were surprised by these positive observations and experiences. 17.45% reported that the FLFE benefits were as they expected, while only 15.97% indicated that the benefits were less than they expected. A total of 84% of respondents reported the benefits to be as they expected or greater than they expected.
Conclusion 5
Altogether, the findings from this large scale, Phase I experiment support the claim that FLFE is having positive effects for a majority of users, and that Phase II research replicating and extending this research – including how and why FLFE works is justified.
Method
Step 1: Approximately four years of spontaneous accounts of benefits were entered verbatim into an Excel spreadsheet after removal of conjunctions.
Step 2: Word frequency account analyses were performed, and word cloud graphs were examined.
Step 3: A set of frequently reported benefits were selected by senior FLFE members and carefully crafted into questions that were easy to read and rate.
Step 4: Additional questions regarding expectations, age, gender, and amount of time using FLFE were created, for a total of 20 questions.
Step 5: Pilot Study 1 (n=S). The original Customer Experience Survey (CES) was taken by five executives and senior FLFE staff members under two conditions: (1) items rated based on their own personal experiences with FLFE, and (2) items rated again based on their predictions regarding how representative customers would answer the, questions. In the process, improvements in the wording of specific benefits were made.
Step 6: Pilot Study 2 (n=14). The modified CES (2) was beta-tested using FLFE staff. Additional modifications in the wording of questions were made as indicated.
Step 7: Pilot Study 3 (n=52). CES (3) was announced in the FLFE Facebook Group and answered by approximately 52 customers. After analyzing the data, it was decided to add the expectation question and also create 6 subcategories of benefits (Physical, Mental, Emotional, Personal/ Social, Nature, Spiritual).
Step 8: Representative Phase I Study (n=338). CES (4) was announced on Facebook and via FLFE E-mail announcement and
answered by 338 customers.
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