When faced with the question “What is the most important factor in deciding which wheelchair and scooter lines to carry?” more than two thirds of respondents chose “Product Quality” while only 4.8% chose “Product Profit Margin.” It’s not that providers are averse to profit, it’s just that making money goes hand in hand with pleasing customers.

While newly proposed regulations and Operation Wheeler Dealer enforcement have contributed to uncertain times for power mobility suppliers (see related story: “Success Through Preparation” on page 76), the commitment to customers has not waivered.

Offering great products and great service is still the best way to generate physician referrals and word-of-mouth business. Even when you go back a decade, a majority (83% in 1994 and 81.4% in 2004) are still going the extra mile to provide customer follow-up. And almost half (49.7%) of respondents are hiring seating/positioning specialists on a part-time or full-time basis.

As you browse through the comprehensive mobility section that begins with this survey and ends on page 87, it is clear that mobility suppliers face an environment of challenge and opportunity. While the enduring truths remain the same (great service and great products), the keys to improvement may be found in details such as selecting the right assistive mobility battery (page 68), boosting cash sales with lifts (page 72), and accurate coding (page 84).

What will the future bring? Only time will tell. But with the help of the companies that participate each year, Dealer/Provider will be here to track this market segment and help you find new ways to succeed. We hope you find the following information helpful as you consider your company’s plans in the wheelchair and scooter market.

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Wheelchair Statistics by Percentage of Survey Respondents

65.5% of companies purchased
wheelchairs/scooters and/or accessories
over the Internet.

57.9% of people in companies belong to a national
and/or state supplier association.

31.7% of companies have annual sales of
$1.5 million to $3 million.

Only 4.8% of companies operate more than
10 retail and/or rental locations.

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Scooter Statistics by Percentage of Survey Respondents

31.7% of companies have stores located in the Midwest

87.6% of survey respondents report that their stores offer mobile repair service for wheelchairs and scooters.

80.7% of survey respondents reported they have floor space dedicated to wheelchair/scooter displays.

64.1% of survey respondents report that their scooter sales have increased over the last 3 years.

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Marketing/Customer Statistics by Percentage of Survey Respondents

74.5% of survey respondents promote wheelchair/scooter advertising

35.9% of survey respondents offer educational
and/or informational seminars for wheelchair/scooter users.

80% of respondents’ companies offer in-services for referral sources.

70.3% of respondents’ companies train sales staff to promote accessories/add-ons when selling a wheelchair or scooter.

91.7% of respondents’ companies carry wheelchair/scooter accessories in their store stock.