Objectives

•To determine how much Life’s Alert’s services have improved their customers’ quality of life. •To determine how Life Alert’s services play a role in the customers’ decision to keep living at home, rather than going to a retirement home. •To determine what Life Alert’s customers perceive to be the main benefits of the services offered.

Research Design •Methodology:Direct mail survey: 3,000 postcards were sent by mail to Life Alert customers, in order to get a minimum of 800 replies. •- 1,500 postcards sent to New customers - 1,500 postcards sent to Old customers The sample was selected randomly from the Life Alert customer database, in order to ensure representativeness of each group of customers. • Sample size: We received 1026 replies with the following composition: •- 484 New customers (+/- 4.4% of marginal error at the 95% confidence level) - 542 Old customers (+/- 4.1% of marginal error at the 95% confidence level) Due to the structure of the Life Alert’s customers (78% are new customers and 22% are old customers), the data has been weighted in order to replicate this structure in the survey results. •Fieldwork was conducted nationwide, from August 26th to September 27th, 2004.

Executive Summary •Over half of all customers who have had Life Alert for over a year (58%) said that their quality of life has improved since becoming a Life Alert customer. • 95% of customers say that Life Alert makes them feel protected when at home. •- 41% say that it makes them feel very protected. For 87% of Life Alert customers, Life Alert’s protection is an important factor in their decision to keep living at home, rather than going to a nursing home. •- 60% say it is a main factor or a very important factor. 85% of customers feel that being protected is important; 80% feel that the comfort of staying at home is important; 76% feel that being independent is important. • Over one quarter of customers (28%) would like Life Alert to offer an additional paid service to help in obtaining discounted prescription drugs; 20% would like a courtesy call at least 3 times a week.

58% of Life Alert’s customers for longer than a year think that their quality of life has improved since getting Life Alert. Only 4% feel it has gotten worse.

Sense of Protection at Home with Life Alert •95% of Life Alert’s customers feel that they are protected at home by using Life Alert’s services. •41% feel very protected.

Importance of Life Alert’s Protection in Deciding to Live at Home •87% of customers think that Life Alert’s protection is important or a main factor in their decision to keep living at home.

Benefits Important to Customers •85% of customers feel that being protected is important; 80% feel that the comfort of staying at home is important; 76% feel that being independent is important.