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Social Media Analysis of
Continuous Glucose
Monitoring Devices
AI Driven Social Media Intelligence for
Pharmaceutical and Healthcare
Introduction
Conversation Trends Across Channels
Twitter, Forums, Social Networks, Video and Photo Sharing Platforms, Blogs
Breakdown of Conversations by Channel and Region
Breakdown of Top Influencers by Channel and Brand
Sentiment Analysis of All Conversations
Emotions Analysis of All Conversations
Topical Analysis of Social Conversations
The Importance of First Hand Mentions vs Plain Mentions in Social Listening
Conversation Topic Deep Dive
Diet & Lifestyle, Wearable Sites, Problems with Wearability, Accuracy, Customer
Service, Supply Issues, Cost and Insurance
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www.medsocial.ai info@medsocial.aiAll Rights Reserved
Contents
We compared the user experience of four major
glucose monitoring devices shared over various
social channels.
Of these, Abbott Freestyle, Dexcom G5, G6 and
Medtronic Minimed are continuous glucose
monitoring systems or CGMs. CGM is an
advanced way for people living with diabetes to
check glucose readings in real-time or to monitor
them over a period of time.
The patient conversation analysis is done using
data from various social channels and discussion
forums on the world-wide web for the first
quarter of 2019 (1 January 2019 – 31 March
2019)
Understanding Online Healthcare
Conversations Around Glucose Monitoring Devices
Dexcom G4, G5, G6
®
Abbott Freestyle Libre® Medtronic Minimed
®
Roche Accu Chek
®
Sources:
Forums (Reddit, Forum Diabetes (UK),
Forum Diabetes Daily, Diabetes Ru
Forum, American Diabetes Association
Community, Insulin Club Forum, et al.)
Blog (Six until me, Mobi Health News,
SBWire, Beyond Type 1, Diabetic
Investor, MedGadget, Medium,
Diabetogenic, Vix et al.)
Social Network (Facebook, Sino Weibo,
Twitter, V Kontakte, et al)
Videos and Photo Sharing (Youtube,
Instagram, Flikr)
Introduction
Launched in 2014
Conversations: 21,432
Launched in 2012, 2015, 2018
Conversations: 12,715
The global blood glucose monitoring devices
market is anticipated to grow at a significant rate
in the coming 5 years* owing to rising prevalence
of diabetes and increase in adoption of
continuous sugar surveillance systems. There are
various types of monitors available in the market
ranging in price, size, ease of use, the length of
testing time and portability. Increased patient
awareness and concern about the sugar level has
increased the number of self-monitoring blood
sugar users.
These users are more vocal online than any other
channel and this present an immense
opportunity to various brands and agencies to
learn from their experiences.
Launched in 2010
Conversations: 6,703
Launched in 2016
Conversations: 3,298
*Source: Global Market Insights
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1 Jan 8 Jan 15 Jan 22 Jan 29 Jan 5 Feb 12 Feb 19 Feb 26 Feb 5 Mar 12 Mar 19 Mar 26 Mar
Dexcom Medtronic Abbott Roche
In this report, we take a step further and delve
deeper into these peak points. It gives us insights
into what is working, why patients have a higher
abandonment rate for a particular product, and
what corrective actions could be taken by brands
to minimize the shortcomings of the existing
solutions.
Dissecting the trend data leads to many
meaningful insights. Different social media
platforms have different participation and
influence rates hence these are broken into
various groups for further analysis.
Since the emergence of social media in 2004, a
growing number of people use social platforms
for health-related discussions. The major
channels that see the most conversations
around type 1 diabetes and glucose monitoring
devices include: Twitter, Facebook, Blogs,
Forums, Instagram and Youtube.
A trend analysis of conversations across
channels provides insight about the reasons
behind the spikes in conversations of a
particular brand or product.
An analysis of the conversations
for January 2019 revealed that a
major concern of Abbott Freestyle
Libre users was the allergic
reaction due to the adhesives
used for holding the device.
On 29th January 2019, the
Medicines and Healthcare
products Regulatory Agency
(MHRA) issued a medical device
alert stating that the
manufacturer (Abbott
Laboratories) had revised the
formulation of the adhesive which
would be available to UK
customers from April 2019.
This announcement triggered a
huge number of conversation on
twitter where people shared their
experiences with the old adhesive
while welcoming the move by
Abbott to re-formulate it.
x axis - week starting dates y axis - mentions aggregated weekly
Conversation Trends Across Channels
Conversation trend across all channels
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1 Jan 8 Jan 15 Jan 22 Jan 29 Jan 5 Feb 12 Feb 19 Feb 26 Feb 5 Mar 12 Mar 19 Mar 26 Mar
Dexcom Medtronic Abbott Roche
Twitter
x axis - week starting dates y axis - mentions aggregated weekly
Thank you so much to @dexcom and
@DGR_Crosley for the opportunity.
Getting back in the seat is all I've thought
about since last year, now it's time to
make the most of it. Getting to race in
good equipment can be hard to come by, I
know we can go get a 🏆
21 Feb 2019 307 conversations
Novo Nordisk's new insulin pens will integrate
with Abbott's Freestyle Libre system
#Freestyle #Libre Updated guidelines from @NHSEngland
@NHSDiabetesProg. The MINIMAL criteria ALL CCGs
have to adhere to…
21 Feb 2019: Conversation around the topic
led to 249 tweets and retweets
7 Mar 2019: Conversation around the topic
led to 141 tweets and retweets
`````
I'm getting tired of your sh*t Dexcom.
raydude
85 comments
1 Mar 2019
How I keep my dexcom from
falling off before 10 days
Burrrrrfreeguwop
101 comments
18 Jan 2019
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1 Jan 8 Jan 15 Jan 22 Jan 29 Jan 5 Feb 12 Feb 19 Feb 26 Feb 5 Mar 12 Mar 19 Mar 26 Mar
dexcom medtronic Abbott roche
Forums
x axis - week starting dates y axis - mentions aggregated weekly
`````Dexcom G6 fails after 1 week second
time in a row
TxgerCSGO
11 comments
1 Mar 2019
`````Dexcom Transmitter Will Not Connect to
Iphone
Wdc331
11 comments
1 Mar 2019
1 March 2019: Several posts on reddit about a
technical issue and app failure of Dexcom.
`````
My mom is in the process of picking out an insulin
pump. She’s choosing between then Omnipod, the T
Slim and the Medtronic MiniMed 670G. Any
suggestions on what the best option is?
a822
96 comments
21 Jan 2019
I'm beyond frustrated. This did not
happen to me today, it happened tonight
while I was asleep. No warning, no alert, I
even have the follow app set to alert
when there is no data. But no alerts
sounded while the server was down. No
readings for hours. I use the share app to
monitor my daughter while she sleeps. I
called Dexcom and they said their server
is down and continues to be down...
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1 Jan 8 Jan 15 Jan 22 Jan 29 Jan 5 Feb 12 Feb 19 Feb 26 Feb 5 Mar 12 Mar 19 Mar 26 Mar
Dexcom Medtronic Abbott Roche
Facebook
x axis - week starting dates y axis - mentions aggregated weekly
I use a meter for my son. With the issues we have
had with our G6 in the last 24hrs, we have 4
replacement sensors on the way from just today,
and during the outage last night, my son went
from rising to 37, incoherent, and needing
glucagon for the first time in his 7.5 years since
diagnosis. It is unfair to imply that people who rely
on Dexcom are lazy or just won’t pick up a meter.
On 2nd Jan 2019, An outage at Dexcom apps led to an
outburst on Facebook with over 479 conversations around
that topic.
Bxxxx
2 Jan 2019
Ulxxxx
2 Jan 2019
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1 Jan 8 Jan 15 Jan 22 Jan 29 Jan 5 Feb 12 Feb 19 Feb 26 Feb 5 Mar 12 Mar 19 Mar 26 Mar
Dexcom Medtronic Abbott Roche
Video and Photo
x axis - week starting dates y axis - mentions aggregated weekly
INSERTING MY DEXCOM G6 CGM
| NOT MY ARMS CHALLENGE!
The Frey Life 19K views 15 Feb 2019
CGM INSERTION | DEXCOM SITE
CHANGE
The ATeam 25K views 15 Feb 2019
LIGHTNING ROUND OF SHOTS
#2💉| DEXCOM G6 & OMNIPOD
The CortReport 497K views 15 Feb 2019
DEXCOM G6 INSERTION
#NOHURT
The CortReport 21K views
2 Feb 2019
DADDY DAYCARE | DEXCOM
CHANGE |
The CortReport 39K views
2 Feb 2019
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1 Jan 8 Jan 15 Jan 22 Jan 29 Jan 5 Feb 12 Feb 19 Feb 26 Feb 5 Mar 12 Mar 19 Mar 26 Mar
Dexcom Medtronic Abbott Roche
Blog
x axis - week starting dates y axis - mentions aggregated weekly
Abbott and Novo Nordisk enter partnership to provide
integrated digital solution to people with diabetes using
insulin
Novo Nordisk 20 Feb 2019
Apple Adds Siri Shortcuts From
American Airlines, Dexcom, Caviar,
Merriam Webster and Spectre
iClarified 28 Feb 2019
Apple has announced the addition of new Siri
Shortcuts from American Airlines, Dexcom, Caviar,
Merriam Webster and Spectre, reports CNET.
Available with iOS 12, you can use the Shortcuts
app to create personal shortcuts with multiple
steps from your favorite apps. Shortcuts has over
300 built-in actions and works with many of
Apple's default apps …
Segmenting the volume of social
media conversations based on
channel and region is a highly
effective way to develop a nuanced
understanding of different market
behaviors. It provides a powerful
channel for obtaining detailed and
specific data over a certain period of
time.
An understanding of the leading
conversation channels and the
prominent markets could help
brands create targeted marketing
strategies and to tailor their
messaging accordingly.
Twitter
Social Network
Forum
Video & Photo
Blog
25%
44%
18%
12%
1%
Mentions by Channel
Twitter 20,284
Social Network 11,354
Forum 8,256
Video & Photo 5,655
Blog 365
US
EMEA
APAC
CALA
Mentions by Region
Twitter
Social Network
Forum
Video & Photo
Blog
15,873
10,303
1,984
983
Segmentation of Conversations by
Channel and Region
There are different types of authors
that contribute on social media
platforms daily, including patients,
caregivers, influencers/bloggers,
healthcare professionals, journalists,
medical students etc.
We could segment online authors
into distinct cohorts based on
demographic and/or psychographic
information, which can provider a
better understanding about how
different groups deal with certain
conditions.
Top Influencer Dexcom
Jason Poston 293,291
interactions
GI Gadgets 254,024
interactions
Top Influencer Abbott
Top Influencer Medtronic
DiabeticDanica 8,775
interactions
Top Influencer Roche
apteka24.me 1,153
interactions
Jason Poston Derek ThelerJay T. MaryniakThe Cort ReportGI Gadgets
Top 5 influencers across
channels and brands
293,291 interactions 254,024 interactions 135,646 interactions 98,757 interactions 69,789 interactions
Segmentation of Top Influencers by
Channel and Brand
Sentiment Analysis of All Conversations
Sentiment analysis is used by brands to find leading
indicators that impact sales and acceptability of their
product. MedSocial’s sentiment analysis is different from the
traditional sentiment analysis in that it can break individual
sentiments (positive, negative and neutral) into further
emotions. This enables companies to monitor consumer
perceptions at a very granular level.
Positive Sentiment
Ease of use, Better Glucose Control, Simple Device,
Extraordinary Technology, Helping people with
diabetes, Accurate, Extraordinary Technology,
Helping people with diabetes, Accurate
Neutral Sentiment
General update about the device
Questions about which CGM to get
Links to blogs and other articles
Announcement about a product
Market share articles
Third party apps
Market share articles
Third party apps
Negative Sentiment
Sensor fall off issues, Skin reactions, Supply issues,
Poor Customer Care, Expensive, Inaccurate
21%
66%
13%
It’s a lifesaver!
Thank you
“
77%
16%
5%
2%
75%
15%
5%
2%
2% 1%
75%
Good experience/
happy/ satisfied
15% Helpful/very helpful
5% Working/effective
2% Value for money
2% Good results/
reliable
1% Easy to use
77%
Problems/ issues/
incompatible
16% Bad experience/
unhappy
5% Not helpful
2% Difficult to use
“
Emotions analysis of All Conversations
I’ve had my @FreeStyleDiabet sensor for
two weeks so I had to change it. …I’m
thankful for this little baby! It’s helped me
manage my glucose levels better and no
more finger pricks!
- Rubi Ramirez
identify the topics of interest.
Our advanced topic modelling engine goes
beyond simple keyword-based analysis and can
automatically identify contextually similar
conversations. A conversation may contain
multiple topics and it really depends upon the
intent of the analysis to choose the most relevant
ones.
Online social media conversations have
different flavors - news articles announcing a
new feature or updates; blogs that highlight
features or compare one brand with another;
forums and platforms like Twitter, Facebook,
Instagram and YouTube where users post their
experiences and share their story. To effectively
analyze this data it is essential to
Topical Analysis of Social Conversations
For the scope of this study, we narrowed down
on a specific group of topics that define patient
experience. These topics cover about 40% of the
data, the remainder 60% could be grouped
under various buckets but were not relevant to
this study. This certainly presents an important
chunk for further analysis.
exercise gym workout
yoga smoking booze low
carb high fiber diet
vegetables no sugar
5%
accurate precise
correct reliable exact
reliable inaccurate
unreliable wrong error
reading false
5% 7%
Diabetes Management
arm bicep hand
abdomen hip stomach
belly tummy chest thigh
Wearable Sites
3%
Wearability Issues
4%
Digital Assets
2%
delay wait time
Supply Issues
4%
customer service
assistance delivery
shipment supplies
Customer Service
4%
Accuracy
Diet & Lifestyle
Categorized Mentions ~ 40% Uncategorized Mentions ~ 60%
6%
Cost & Insurance
partnership communities measurement flash glucose monitoring minimed
670g freestyle libre closed loop reader germany scanner scanning glucose
level real cgm reads low critical low bright red days blood test england
flash glucose failure trigger free glucose lifx lights apps phone ios apple
computer laptop data organization community uk eu france nhs campaign
windows type 1 petition fund available read scan smartphone prick needle
connect continuous glucose monitoring wireless database bluetooth wifi
transmitter signal technology iphone algorithm innovation innovate website
site support portal article blog email news gp physician doctor mobile
hospital prescription prescribe login pc log canada maintenance crash
europe server issue problem password sensor meter russia diabetes
patients android diabetestype1 t1d novo nordisk integrated level diabetic
rash itch irritate
soreness reaction fall off
cost reimbursement
reimburse pay
insurance price
compensate cover
insurance coverage
blood glucose value
finger prick monitor
blood glucose maintain
glucose insulin blood
sugar levels lows and
highs
MiniMed miao miao
blucon omnipod
tandem librelink
Key Topics in Social Conversations Highlighting
Consumer Experience
The report also, breaks down conversations on
various social channels to understand patient
sentiment towards a particular device and the
drivers of positive or negative sentiment.
MedSocial analyzes the sentiments for each
category to better understand consumer behavior
towards the product.
Brands can utilize this insight to draw valuable
marketing strategies and to learn about unmet
patient and healthcare provider needs.
With consumers sharing personal opinions
online, it becomes imperative to understand
patient preferences that provide insight into
the long-term viability and acceptance rates of
a specific product.
In this study, we have analyzed social
conversations that touch upon crucial factors
that directly or indirectly define a patient
experience while using a particular glucose
monitoring system.
Accuracy of Device
Device Wearing Sites
Problems with Wearability
Supply Issues
Customer Service
Cost and Insurance
Diet and Lifestyle
Digital Assets
I just changed to this meter about a week
ago and started using the app. I love that
it automatically logs my readings and
shows helpful trend data. Working
perfectly with no issues so far
- User from Google Play Store
“
The Importance of
First Hand Experience over Plain Mentions in Social Listening
The second type of mentions are the ones that
come from patients or users directly. These are
rich in first hand experiences and could provide
meaningful insights about the product. It is
therefore important for brands to separate the
noise from social media conversations and to
hone into conversations that are rich in user
experience.
MedSocial’s advanced AI tool intelligently
identifies these and separates the plain mentions
from first hand experiences.
Social media conversations inherently comprise
of two broad level of mentions. There are
mentions of a device or product by news
channels, medical students, journalists,
healthcare professionals etc. These are
mentions that are not coming from users
directly. The information in these conversations
could be generic or devoid of any personal
experience. Some could be based purely on
hearsay. Any conclusions about the product
based on these conversations alone could be
misleading.
While some mentions coming from first hand
users may also just be hearsay or questions, It
understands this and enables to analyze
conversations that are real experiences and
qualify as real feedback. MedSocial also
translates and analyzes user mentions across
more than 50 different languages.
This helps in identifying unmet patient needs,
examine brand attitude over time and determine
which online activities generate the greatest
returns.
New @DiabeticMed paper: @FreeStyleLibre showed
diminished accuracy during exercise; absolute readings
should be used cautiously but trend arrows could still be of
value during exercise @drfrasergibb @dr_annarachel
@WilmotEmma @parthaskar @MEvansCambridge
@MDT_Diabetes almost one year into the 670g and am still
blown away by the accuracy and consistency of the
guardian 3 sensors compared to previous gens. Send my
thanks to all the biomed engineers who made that happen
- the tech they develop is empowering and life changing.
VS
First hand mention Plain mention
Conversation Topic Analysis -
Accuracy of Device
153
67
27 29
83 86
13
1
Accurate Inaccurate
Dexcom Medtronic Abbott Roche
Keywords: Accurate, Faulty, Error, Exact, Authentic,
Precise, Stable, Reliable, False, Perfect, Wrong,
Unreliable, Dubious, Correct, Meaningful, Inaccurate,
Uncertain etc.
Posts mentioning the accuracy of glucose
monitoring devices.
Total relevant mentions: 459
Many people have complained of
accuracy issues with a new
sensor for both Dexcom and
Abbott Freestyle Libre.
“@scottparadis @dexcom Scott,
feel your pain. On one hand, there
are some magic ways to extend
even G6 beyond ten ... On the
other, accuracy may fall.”
- mhaeberli
“@FreeStyleDiabet why does my
Libre CGM sensor read BG 10-30
points higher than when I test my
blood? Why does this sometimes
resolve in 2-3 days after a new
sensor? Sometimes it does not.
And yes I place the sensor
behind the arm in the area
specified in your instructions.”
- AntonioC Martinez
Conversation Topic Analysis -
Wearing Sites
Keywords: Upper, Thigh, Butt, Breast, Foot,
Arm, Tummy, Gut, Hip, Stomach, Hand,
Abdomen, Leg, Belly, Chest etc.
Posts mentioning where the sensor is worn, e.g.,
upper arms, buttocks, stomach, abdomen, thighs,
chest, and legs
Total relevant mentions: 499
Many users have complained of
reduced accuracy of their Dexcom
devices with the change in
wearing site.
“DexComs work significantly
better where fat cells are. So
before I was wearing my G6 on
my arm and the would last about
6-7 days before failing due to
inaccurate readings, now I'm
wearing the G6 on my leg and it's
working a lot better”
- u/redondo21
“Amber Nichole where do you
place the dexcom? As a user I
have noticed the further away
from my abdomen it is the less
accurate it is day one.”
- Saxxxhxx
Arms
Most brands prescribe the devices to
be worn on the arm
63%
Stomach
Stomach is the second most
preferred location for CGM users and
is also prescribed by some brands
26%
Leg
Users also like to wear their devices
on their thighs and legs. However, it
is not recommended by brands
10%
Hip
A small number of users have
reported using their devices on the
hips
1%
11%
users wear their devices
on non-prescribed sites
Keywords: Fall, Patches, Sore, Gummy, Hold,
Itch, Adhesion, Adhesive, Slip, Reaction,
Loose, Bleed, Detach, Hang, Coming, Peel etc.
Posts with mentions around sensor adhesives,
skin reaction, fall off issues etc.
Total relevant mentions: 228
Rash/Allergy
9
5
32
20%
Many users have complained
about the formula of the
adhesives used with Freestyle
Libre. The complaints include
rashes, skin reactions, itching, fall
off and infection
“My 14 year old daughter
developed a severe allergic
reaction to the Medtronic
sensors. Within a few hours of
wearing it her skin would blister
and become extremely
painful..”
-Phxxer##
Adhesive Issues
79
11
65
68%
10%
Itch
5
2
16
Bleeding
3
1
0
2%
Conversation Topic Analysis -
Problems with Wearbility
Dexcom Medtronic Abbott
Keywords: Fast, Swim, Diet, Smoking, Dance, Trekking, Climbing, Protein,
Carb, Rugby, Hike, Fruit, Low, Gym, Glucose, Training, Aerobic, Sport, Bathing,
Workout, Keto, Yoga, Shower, Sugar, Lowcarb, Walk, Exercise etc.)
Posts around diet and exercise , recipe posts, workout posts and the impact
of diet/exercise on diabetes management
Total relevant mentions: 609
6
21
4
1
162
90
11
3
112
85
28
6
11
25
5
6
Diet
Exercise
Walk/Run
posts were themed around
different diet, nutrition,
and recipe topics
45%
posts had mention about the
practise of some sort of
exercise
39%
posts where users mentioned
about including walking or
running in their lifestyle
8%
2
6
1
1
2
Sports
Dance
Smoke/Drink
posts mentioned some kind
of sport like playing tennis,
hiking, cycling etc.
5%
posts where users mentioned
glucose monitoring devices
while practising dance
2%
posts where there was
mention of adverse lifestyle
habits like smoking or drinking
1%
Conversation Topic Analysis -
Diet and Lifestyle
Dexcom Medtronic Abbott Roche
Keywords: Fast, Swim, Diet, Smoking, Dance,
Trekking, Climbing, Protein, Carb, Rugby, Hike,
Fruit, Low, Gym, Glucose, Training, Aerobic,
Sport, Bathing, Workout, Keto, Yoga, Shower,
Sugar, Lowcarb, Walk, Exercise etc.)
Posts around diet and exercise , recipe posts,
workout posts and the impact of diet/exercise on
diabetes management
Total relevant mentions: 609
Low Carb
141 posts mentioned about
following a low carb diet
60%
Protein
69 posts mentioned about following
a high protein diet
22%
Keto
43 posts mentioned practicing a
keto form of diet
14%
Gluten Free
4 posts mentioned about following a
gluten free diet
2%
Vegan
3 posts mentioned about following a
non-meat or completely vegan diet
2%
Posts mentioned a positive impact
of a change in diet on their overall
glucose control
“@MATTSURRENCY
Good call! Wishing you guys the
best. Dexcom will be a big help!!
Eating a low carb diet makes it so
much easier. Low carbs = low
doses of insulin = low chance of
mistakes.”
- Erika
31%
Conversation Topic Analysis -
Diet and Lifestyle
Keywords: delivery problems, on hold, on back
order, problems with order, out of stock, order
problems, out of supplies, wait time, on back
order, supply issues, delivery issues
Posts around delivery, supply issues and order
delays
Total relevant mentions: 139
Dexcom
43%
Medtronic
38%
Abbott
17%
Roche
2%
of all the complaints were from the United States
alone. The biggest problem was people not receiving
their sensors because of backorder and a reported
average wait time of 2 months for a sensor
42%
Many users have complained
about delivery issues with
Dexcom's partner Edgepark.
Complaints have also been made
regarding overcharging of
products and bad customer
service.
"Please consider ending your
supply relationship with
Edgepark. They are a terrible
company …please try to stop
distributing through unethical
outlets”
- Gaxx##
"I have nothing good to say about
Edgepark. They over charged me
for months, collecting
multiple times for the same
shipments... “
- Erin R
Conversation Topic Analysis -
Supply Issues
Keywords: cover, insurance coverage, cost, price, cannot afford,
covered by insurance, pay, not covered by
Posts about cost, pricing, insurance coverage and reimbursement
Total relevant mentions: 416
Posts where users mentioned the cost of getting a glucose monitoring
device - whether it was affordable, unaffordable, exorbitant or justified
Cost
46
9
19
1
27
8
Expensive
Inexpensive
Posts where users mentioned if their insurance provider covered the
cost of a glucose monitoring device – partially or totally
Insurance Coverage
108
86
15
19
40
29
3
4
Coverage
No coverage
Conversation Topic Analysis -
Cost and Insurance
Dexcom Medtronic Abbott Roche
Keywords: Return, Replace, Transmitter, Hours,
Deliver, Good, Horrible, Sensor, Delivery, Free,
Send, Receive, Terrible, Phone etc.
Feedback on customer
service/helpline/responses
Total relevant mentions: 548
Many users have complaints
about the slow turnaround time of
Dexcom’s customer support.
"Dexcom did so yesterday. Have
not yet received a call. How long
is it taking fot turn around
time for response from your
reps?”
- Mexxu##
"How long should I expect to wait
for a call back from #dexcom
customer support? #dsma“
- MTL
Feedback Dexcom Medtronic Abbott Roche
Satisfactory
Good Customer Service, Good/Quick
Replacement, Good Refund Policy
73 35 30 2
Average
Suggestion To Contact Customer
Care, Would Contact Later
37 4 19 0
Unsatisfactory
No Response/Bad Customer Service,
Bad/Delayed Replacement/Refund,
Bad Refund
159 93 71 25
Conversation Topic Analysis -
Customer Service
Keywords: Return, Replace, Transmitter, Hours,
Deliver, Good, Horrible, Sensor, Delivery, Free,
Send, Receive, Terrible, Phone etc.
Posts mentioning the use of other physical
devices and apps along with the base monitoring
device
Total relevant mentions: 701
Posts mentioned a positive
sentiment with the use of a
supporting asset with their main
device
“I have a tandam t-slim. It is touch
screen and it is amazing. Does all
the calculations for u. I also have a
dexcom g6 sensor that tells me my
blood sugar and they are accurate
enough that I dont have to do the
finger sticks anymore. The t-slim
has a program that will use a
predictive algorithm and your
sensor data to cut off your insulin
before you are low..”
- manwatchingfire
21% 79%
Digital Applications Pumps/Transmitters
100
messages about apps used
with Abbott Freestyle Libre
8
messages about apps used
with Medtronic
42
messages about apps used
with Roche
474
messages about insulin pumps
used with Dexcom CGM
77
messages about physical
transmitters used with Abbott
21%
Conversation Topic Analysis -
Digital Assets
AI Driven Social Media Intelligence for Pharmaceutical and Healthcare
www.medsocial.ai info@medsocial.ai
MedSocial is healthcare and pharmaceutical exclusive social intelligence platform
that uses advanced text processing at scale to decipher and analyze millions of
online messages from across multiple sites and geographical locations. It breaks
down unstructured data and extracts relevant topics, events, attributes,
sentiments, stories, and trends of a drug or device and provides competitive
analysis and deep insights.
If you have any questions or feedback about this report, we would love to hear it.
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Medsocial glucose-monitoring-devices-report

  • 1. Social Media Analysis of Continuous Glucose Monitoring Devices AI Driven Social Media Intelligence for Pharmaceutical and Healthcare
  • 2. Introduction Conversation Trends Across Channels Twitter, Forums, Social Networks, Video and Photo Sharing Platforms, Blogs Breakdown of Conversations by Channel and Region Breakdown of Top Influencers by Channel and Brand Sentiment Analysis of All Conversations Emotions Analysis of All Conversations Topical Analysis of Social Conversations The Importance of First Hand Mentions vs Plain Mentions in Social Listening Conversation Topic Deep Dive Diet & Lifestyle, Wearable Sites, Problems with Wearability, Accuracy, Customer Service, Supply Issues, Cost and Insurance 0 1 2 3 4 5 6 7 8 www.medsocial.ai info@medsocial.aiAll Rights Reserved Contents
  • 3. We compared the user experience of four major glucose monitoring devices shared over various social channels. Of these, Abbott Freestyle, Dexcom G5, G6 and Medtronic Minimed are continuous glucose monitoring systems or CGMs. CGM is an advanced way for people living with diabetes to check glucose readings in real-time or to monitor them over a period of time. The patient conversation analysis is done using data from various social channels and discussion forums on the world-wide web for the first quarter of 2019 (1 January 2019 – 31 March 2019) Understanding Online Healthcare Conversations Around Glucose Monitoring Devices Dexcom G4, G5, G6 ® Abbott Freestyle Libre® Medtronic Minimed ® Roche Accu Chek ® Sources: Forums (Reddit, Forum Diabetes (UK), Forum Diabetes Daily, Diabetes Ru Forum, American Diabetes Association Community, Insulin Club Forum, et al.) Blog (Six until me, Mobi Health News, SBWire, Beyond Type 1, Diabetic Investor, MedGadget, Medium, Diabetogenic, Vix et al.) Social Network (Facebook, Sino Weibo, Twitter, V Kontakte, et al) Videos and Photo Sharing (Youtube, Instagram, Flikr) Introduction Launched in 2014 Conversations: 21,432 Launched in 2012, 2015, 2018 Conversations: 12,715 The global blood glucose monitoring devices market is anticipated to grow at a significant rate in the coming 5 years* owing to rising prevalence of diabetes and increase in adoption of continuous sugar surveillance systems. There are various types of monitors available in the market ranging in price, size, ease of use, the length of testing time and portability. Increased patient awareness and concern about the sugar level has increased the number of self-monitoring blood sugar users. These users are more vocal online than any other channel and this present an immense opportunity to various brands and agencies to learn from their experiences. Launched in 2010 Conversations: 6,703 Launched in 2016 Conversations: 3,298 *Source: Global Market Insights
  • 4. 0 500 1000 1500 2000 2500 1 Jan 8 Jan 15 Jan 22 Jan 29 Jan 5 Feb 12 Feb 19 Feb 26 Feb 5 Mar 12 Mar 19 Mar 26 Mar Dexcom Medtronic Abbott Roche In this report, we take a step further and delve deeper into these peak points. It gives us insights into what is working, why patients have a higher abandonment rate for a particular product, and what corrective actions could be taken by brands to minimize the shortcomings of the existing solutions. Dissecting the trend data leads to many meaningful insights. Different social media platforms have different participation and influence rates hence these are broken into various groups for further analysis. Since the emergence of social media in 2004, a growing number of people use social platforms for health-related discussions. The major channels that see the most conversations around type 1 diabetes and glucose monitoring devices include: Twitter, Facebook, Blogs, Forums, Instagram and Youtube. A trend analysis of conversations across channels provides insight about the reasons behind the spikes in conversations of a particular brand or product. An analysis of the conversations for January 2019 revealed that a major concern of Abbott Freestyle Libre users was the allergic reaction due to the adhesives used for holding the device. On 29th January 2019, the Medicines and Healthcare products Regulatory Agency (MHRA) issued a medical device alert stating that the manufacturer (Abbott Laboratories) had revised the formulation of the adhesive which would be available to UK customers from April 2019. This announcement triggered a huge number of conversation on twitter where people shared their experiences with the old adhesive while welcoming the move by Abbott to re-formulate it. x axis - week starting dates y axis - mentions aggregated weekly Conversation Trends Across Channels Conversation trend across all channels
  • 5. 0 200 400 600 800 1000 1200 1 Jan 8 Jan 15 Jan 22 Jan 29 Jan 5 Feb 12 Feb 19 Feb 26 Feb 5 Mar 12 Mar 19 Mar 26 Mar Dexcom Medtronic Abbott Roche Twitter x axis - week starting dates y axis - mentions aggregated weekly Thank you so much to @dexcom and @DGR_Crosley for the opportunity. Getting back in the seat is all I've thought about since last year, now it's time to make the most of it. Getting to race in good equipment can be hard to come by, I know we can go get a 🏆 21 Feb 2019 307 conversations Novo Nordisk's new insulin pens will integrate with Abbott's Freestyle Libre system #Freestyle #Libre Updated guidelines from @NHSEngland @NHSDiabetesProg. The MINIMAL criteria ALL CCGs have to adhere to… 21 Feb 2019: Conversation around the topic led to 249 tweets and retweets 7 Mar 2019: Conversation around the topic led to 141 tweets and retweets
  • 6. ````` I'm getting tired of your sh*t Dexcom. raydude 85 comments 1 Mar 2019 How I keep my dexcom from falling off before 10 days Burrrrrfreeguwop 101 comments 18 Jan 2019 0 50 100 150 200 250 300 350 400 450 500 1 Jan 8 Jan 15 Jan 22 Jan 29 Jan 5 Feb 12 Feb 19 Feb 26 Feb 5 Mar 12 Mar 19 Mar 26 Mar dexcom medtronic Abbott roche Forums x axis - week starting dates y axis - mentions aggregated weekly `````Dexcom G6 fails after 1 week second time in a row TxgerCSGO 11 comments 1 Mar 2019 `````Dexcom Transmitter Will Not Connect to Iphone Wdc331 11 comments 1 Mar 2019 1 March 2019: Several posts on reddit about a technical issue and app failure of Dexcom. ````` My mom is in the process of picking out an insulin pump. She’s choosing between then Omnipod, the T Slim and the Medtronic MiniMed 670G. Any suggestions on what the best option is? a822 96 comments 21 Jan 2019
  • 7. I'm beyond frustrated. This did not happen to me today, it happened tonight while I was asleep. No warning, no alert, I even have the follow app set to alert when there is no data. But no alerts sounded while the server was down. No readings for hours. I use the share app to monitor my daughter while she sleeps. I called Dexcom and they said their server is down and continues to be down... 0 100 200 300 400 500 600 700 800 900 1 Jan 8 Jan 15 Jan 22 Jan 29 Jan 5 Feb 12 Feb 19 Feb 26 Feb 5 Mar 12 Mar 19 Mar 26 Mar Dexcom Medtronic Abbott Roche Facebook x axis - week starting dates y axis - mentions aggregated weekly I use a meter for my son. With the issues we have had with our G6 in the last 24hrs, we have 4 replacement sensors on the way from just today, and during the outage last night, my son went from rising to 37, incoherent, and needing glucagon for the first time in his 7.5 years since diagnosis. It is unfair to imply that people who rely on Dexcom are lazy or just won’t pick up a meter. On 2nd Jan 2019, An outage at Dexcom apps led to an outburst on Facebook with over 479 conversations around that topic. Bxxxx 2 Jan 2019 Ulxxxx 2 Jan 2019
  • 8. 0 100 200 300 400 500 600 700 800 1 Jan 8 Jan 15 Jan 22 Jan 29 Jan 5 Feb 12 Feb 19 Feb 26 Feb 5 Mar 12 Mar 19 Mar 26 Mar Dexcom Medtronic Abbott Roche Video and Photo x axis - week starting dates y axis - mentions aggregated weekly INSERTING MY DEXCOM G6 CGM | NOT MY ARMS CHALLENGE! The Frey Life 19K views 15 Feb 2019 CGM INSERTION | DEXCOM SITE CHANGE The ATeam 25K views 15 Feb 2019 LIGHTNING ROUND OF SHOTS #2💉| DEXCOM G6 & OMNIPOD The CortReport 497K views 15 Feb 2019 DEXCOM G6 INSERTION #NOHURT The CortReport 21K views 2 Feb 2019 DADDY DAYCARE | DEXCOM CHANGE | The CortReport 39K views 2 Feb 2019
  • 9. 0 5 10 15 20 25 30 1 Jan 8 Jan 15 Jan 22 Jan 29 Jan 5 Feb 12 Feb 19 Feb 26 Feb 5 Mar 12 Mar 19 Mar 26 Mar Dexcom Medtronic Abbott Roche Blog x axis - week starting dates y axis - mentions aggregated weekly Abbott and Novo Nordisk enter partnership to provide integrated digital solution to people with diabetes using insulin Novo Nordisk 20 Feb 2019 Apple Adds Siri Shortcuts From American Airlines, Dexcom, Caviar, Merriam Webster and Spectre iClarified 28 Feb 2019 Apple has announced the addition of new Siri Shortcuts from American Airlines, Dexcom, Caviar, Merriam Webster and Spectre, reports CNET. Available with iOS 12, you can use the Shortcuts app to create personal shortcuts with multiple steps from your favorite apps. Shortcuts has over 300 built-in actions and works with many of Apple's default apps …
  • 10. Segmenting the volume of social media conversations based on channel and region is a highly effective way to develop a nuanced understanding of different market behaviors. It provides a powerful channel for obtaining detailed and specific data over a certain period of time. An understanding of the leading conversation channels and the prominent markets could help brands create targeted marketing strategies and to tailor their messaging accordingly. Twitter Social Network Forum Video & Photo Blog 25% 44% 18% 12% 1% Mentions by Channel Twitter 20,284 Social Network 11,354 Forum 8,256 Video & Photo 5,655 Blog 365 US EMEA APAC CALA Mentions by Region Twitter Social Network Forum Video & Photo Blog 15,873 10,303 1,984 983 Segmentation of Conversations by Channel and Region
  • 11. There are different types of authors that contribute on social media platforms daily, including patients, caregivers, influencers/bloggers, healthcare professionals, journalists, medical students etc. We could segment online authors into distinct cohorts based on demographic and/or psychographic information, which can provider a better understanding about how different groups deal with certain conditions. Top Influencer Dexcom Jason Poston 293,291 interactions GI Gadgets 254,024 interactions Top Influencer Abbott Top Influencer Medtronic DiabeticDanica 8,775 interactions Top Influencer Roche apteka24.me 1,153 interactions Jason Poston Derek ThelerJay T. MaryniakThe Cort ReportGI Gadgets Top 5 influencers across channels and brands 293,291 interactions 254,024 interactions 135,646 interactions 98,757 interactions 69,789 interactions Segmentation of Top Influencers by Channel and Brand
  • 12. Sentiment Analysis of All Conversations Sentiment analysis is used by brands to find leading indicators that impact sales and acceptability of their product. MedSocial’s sentiment analysis is different from the traditional sentiment analysis in that it can break individual sentiments (positive, negative and neutral) into further emotions. This enables companies to monitor consumer perceptions at a very granular level. Positive Sentiment Ease of use, Better Glucose Control, Simple Device, Extraordinary Technology, Helping people with diabetes, Accurate, Extraordinary Technology, Helping people with diabetes, Accurate Neutral Sentiment General update about the device Questions about which CGM to get Links to blogs and other articles Announcement about a product Market share articles Third party apps Market share articles Third party apps Negative Sentiment Sensor fall off issues, Skin reactions, Supply issues, Poor Customer Care, Expensive, Inaccurate 21% 66% 13% It’s a lifesaver! Thank you “
  • 13. 77% 16% 5% 2% 75% 15% 5% 2% 2% 1% 75% Good experience/ happy/ satisfied 15% Helpful/very helpful 5% Working/effective 2% Value for money 2% Good results/ reliable 1% Easy to use 77% Problems/ issues/ incompatible 16% Bad experience/ unhappy 5% Not helpful 2% Difficult to use “ Emotions analysis of All Conversations I’ve had my @FreeStyleDiabet sensor for two weeks so I had to change it. …I’m thankful for this little baby! It’s helped me manage my glucose levels better and no more finger pricks! - Rubi Ramirez
  • 14. identify the topics of interest. Our advanced topic modelling engine goes beyond simple keyword-based analysis and can automatically identify contextually similar conversations. A conversation may contain multiple topics and it really depends upon the intent of the analysis to choose the most relevant ones. Online social media conversations have different flavors - news articles announcing a new feature or updates; blogs that highlight features or compare one brand with another; forums and platforms like Twitter, Facebook, Instagram and YouTube where users post their experiences and share their story. To effectively analyze this data it is essential to Topical Analysis of Social Conversations For the scope of this study, we narrowed down on a specific group of topics that define patient experience. These topics cover about 40% of the data, the remainder 60% could be grouped under various buckets but were not relevant to this study. This certainly presents an important chunk for further analysis. exercise gym workout yoga smoking booze low carb high fiber diet vegetables no sugar 5% accurate precise correct reliable exact reliable inaccurate unreliable wrong error reading false 5% 7% Diabetes Management arm bicep hand abdomen hip stomach belly tummy chest thigh Wearable Sites 3% Wearability Issues 4% Digital Assets 2% delay wait time Supply Issues 4% customer service assistance delivery shipment supplies Customer Service 4% Accuracy Diet & Lifestyle Categorized Mentions ~ 40% Uncategorized Mentions ~ 60% 6% Cost & Insurance partnership communities measurement flash glucose monitoring minimed 670g freestyle libre closed loop reader germany scanner scanning glucose level real cgm reads low critical low bright red days blood test england flash glucose failure trigger free glucose lifx lights apps phone ios apple computer laptop data organization community uk eu france nhs campaign windows type 1 petition fund available read scan smartphone prick needle connect continuous glucose monitoring wireless database bluetooth wifi transmitter signal technology iphone algorithm innovation innovate website site support portal article blog email news gp physician doctor mobile hospital prescription prescribe login pc log canada maintenance crash europe server issue problem password sensor meter russia diabetes patients android diabetestype1 t1d novo nordisk integrated level diabetic rash itch irritate soreness reaction fall off cost reimbursement reimburse pay insurance price compensate cover insurance coverage blood glucose value finger prick monitor blood glucose maintain glucose insulin blood sugar levels lows and highs MiniMed miao miao blucon omnipod tandem librelink
  • 15. Key Topics in Social Conversations Highlighting Consumer Experience The report also, breaks down conversations on various social channels to understand patient sentiment towards a particular device and the drivers of positive or negative sentiment. MedSocial analyzes the sentiments for each category to better understand consumer behavior towards the product. Brands can utilize this insight to draw valuable marketing strategies and to learn about unmet patient and healthcare provider needs. With consumers sharing personal opinions online, it becomes imperative to understand patient preferences that provide insight into the long-term viability and acceptance rates of a specific product. In this study, we have analyzed social conversations that touch upon crucial factors that directly or indirectly define a patient experience while using a particular glucose monitoring system. Accuracy of Device Device Wearing Sites Problems with Wearability Supply Issues Customer Service Cost and Insurance Diet and Lifestyle Digital Assets I just changed to this meter about a week ago and started using the app. I love that it automatically logs my readings and shows helpful trend data. Working perfectly with no issues so far - User from Google Play Store “
  • 16. The Importance of First Hand Experience over Plain Mentions in Social Listening The second type of mentions are the ones that come from patients or users directly. These are rich in first hand experiences and could provide meaningful insights about the product. It is therefore important for brands to separate the noise from social media conversations and to hone into conversations that are rich in user experience. MedSocial’s advanced AI tool intelligently identifies these and separates the plain mentions from first hand experiences. Social media conversations inherently comprise of two broad level of mentions. There are mentions of a device or product by news channels, medical students, journalists, healthcare professionals etc. These are mentions that are not coming from users directly. The information in these conversations could be generic or devoid of any personal experience. Some could be based purely on hearsay. Any conclusions about the product based on these conversations alone could be misleading. While some mentions coming from first hand users may also just be hearsay or questions, It understands this and enables to analyze conversations that are real experiences and qualify as real feedback. MedSocial also translates and analyzes user mentions across more than 50 different languages. This helps in identifying unmet patient needs, examine brand attitude over time and determine which online activities generate the greatest returns. New @DiabeticMed paper: @FreeStyleLibre showed diminished accuracy during exercise; absolute readings should be used cautiously but trend arrows could still be of value during exercise @drfrasergibb @dr_annarachel @WilmotEmma @parthaskar @MEvansCambridge @MDT_Diabetes almost one year into the 670g and am still blown away by the accuracy and consistency of the guardian 3 sensors compared to previous gens. Send my thanks to all the biomed engineers who made that happen - the tech they develop is empowering and life changing. VS First hand mention Plain mention
  • 17. Conversation Topic Analysis - Accuracy of Device 153 67 27 29 83 86 13 1 Accurate Inaccurate Dexcom Medtronic Abbott Roche Keywords: Accurate, Faulty, Error, Exact, Authentic, Precise, Stable, Reliable, False, Perfect, Wrong, Unreliable, Dubious, Correct, Meaningful, Inaccurate, Uncertain etc. Posts mentioning the accuracy of glucose monitoring devices. Total relevant mentions: 459 Many people have complained of accuracy issues with a new sensor for both Dexcom and Abbott Freestyle Libre. “@scottparadis @dexcom Scott, feel your pain. On one hand, there are some magic ways to extend even G6 beyond ten ... On the other, accuracy may fall.” - mhaeberli “@FreeStyleDiabet why does my Libre CGM sensor read BG 10-30 points higher than when I test my blood? Why does this sometimes resolve in 2-3 days after a new sensor? Sometimes it does not. And yes I place the sensor behind the arm in the area specified in your instructions.” - AntonioC Martinez
  • 18. Conversation Topic Analysis - Wearing Sites Keywords: Upper, Thigh, Butt, Breast, Foot, Arm, Tummy, Gut, Hip, Stomach, Hand, Abdomen, Leg, Belly, Chest etc. Posts mentioning where the sensor is worn, e.g., upper arms, buttocks, stomach, abdomen, thighs, chest, and legs Total relevant mentions: 499 Many users have complained of reduced accuracy of their Dexcom devices with the change in wearing site. “DexComs work significantly better where fat cells are. So before I was wearing my G6 on my arm and the would last about 6-7 days before failing due to inaccurate readings, now I'm wearing the G6 on my leg and it's working a lot better” - u/redondo21 “Amber Nichole where do you place the dexcom? As a user I have noticed the further away from my abdomen it is the less accurate it is day one.” - Saxxxhxx Arms Most brands prescribe the devices to be worn on the arm 63% Stomach Stomach is the second most preferred location for CGM users and is also prescribed by some brands 26% Leg Users also like to wear their devices on their thighs and legs. However, it is not recommended by brands 10% Hip A small number of users have reported using their devices on the hips 1% 11% users wear their devices on non-prescribed sites
  • 19. Keywords: Fall, Patches, Sore, Gummy, Hold, Itch, Adhesion, Adhesive, Slip, Reaction, Loose, Bleed, Detach, Hang, Coming, Peel etc. Posts with mentions around sensor adhesives, skin reaction, fall off issues etc. Total relevant mentions: 228 Rash/Allergy 9 5 32 20% Many users have complained about the formula of the adhesives used with Freestyle Libre. The complaints include rashes, skin reactions, itching, fall off and infection “My 14 year old daughter developed a severe allergic reaction to the Medtronic sensors. Within a few hours of wearing it her skin would blister and become extremely painful..” -Phxxer## Adhesive Issues 79 11 65 68% 10% Itch 5 2 16 Bleeding 3 1 0 2% Conversation Topic Analysis - Problems with Wearbility Dexcom Medtronic Abbott
  • 20. Keywords: Fast, Swim, Diet, Smoking, Dance, Trekking, Climbing, Protein, Carb, Rugby, Hike, Fruit, Low, Gym, Glucose, Training, Aerobic, Sport, Bathing, Workout, Keto, Yoga, Shower, Sugar, Lowcarb, Walk, Exercise etc.) Posts around diet and exercise , recipe posts, workout posts and the impact of diet/exercise on diabetes management Total relevant mentions: 609 6 21 4 1 162 90 11 3 112 85 28 6 11 25 5 6 Diet Exercise Walk/Run posts were themed around different diet, nutrition, and recipe topics 45% posts had mention about the practise of some sort of exercise 39% posts where users mentioned about including walking or running in their lifestyle 8% 2 6 1 1 2 Sports Dance Smoke/Drink posts mentioned some kind of sport like playing tennis, hiking, cycling etc. 5% posts where users mentioned glucose monitoring devices while practising dance 2% posts where there was mention of adverse lifestyle habits like smoking or drinking 1% Conversation Topic Analysis - Diet and Lifestyle Dexcom Medtronic Abbott Roche
  • 21. Keywords: Fast, Swim, Diet, Smoking, Dance, Trekking, Climbing, Protein, Carb, Rugby, Hike, Fruit, Low, Gym, Glucose, Training, Aerobic, Sport, Bathing, Workout, Keto, Yoga, Shower, Sugar, Lowcarb, Walk, Exercise etc.) Posts around diet and exercise , recipe posts, workout posts and the impact of diet/exercise on diabetes management Total relevant mentions: 609 Low Carb 141 posts mentioned about following a low carb diet 60% Protein 69 posts mentioned about following a high protein diet 22% Keto 43 posts mentioned practicing a keto form of diet 14% Gluten Free 4 posts mentioned about following a gluten free diet 2% Vegan 3 posts mentioned about following a non-meat or completely vegan diet 2% Posts mentioned a positive impact of a change in diet on their overall glucose control “@MATTSURRENCY Good call! Wishing you guys the best. Dexcom will be a big help!! Eating a low carb diet makes it so much easier. Low carbs = low doses of insulin = low chance of mistakes.” - Erika 31% Conversation Topic Analysis - Diet and Lifestyle
  • 22. Keywords: delivery problems, on hold, on back order, problems with order, out of stock, order problems, out of supplies, wait time, on back order, supply issues, delivery issues Posts around delivery, supply issues and order delays Total relevant mentions: 139 Dexcom 43% Medtronic 38% Abbott 17% Roche 2% of all the complaints were from the United States alone. The biggest problem was people not receiving their sensors because of backorder and a reported average wait time of 2 months for a sensor 42% Many users have complained about delivery issues with Dexcom's partner Edgepark. Complaints have also been made regarding overcharging of products and bad customer service. "Please consider ending your supply relationship with Edgepark. They are a terrible company …please try to stop distributing through unethical outlets” - Gaxx## "I have nothing good to say about Edgepark. They over charged me for months, collecting multiple times for the same shipments... “ - Erin R Conversation Topic Analysis - Supply Issues
  • 23. Keywords: cover, insurance coverage, cost, price, cannot afford, covered by insurance, pay, not covered by Posts about cost, pricing, insurance coverage and reimbursement Total relevant mentions: 416 Posts where users mentioned the cost of getting a glucose monitoring device - whether it was affordable, unaffordable, exorbitant or justified Cost 46 9 19 1 27 8 Expensive Inexpensive Posts where users mentioned if their insurance provider covered the cost of a glucose monitoring device – partially or totally Insurance Coverage 108 86 15 19 40 29 3 4 Coverage No coverage Conversation Topic Analysis - Cost and Insurance Dexcom Medtronic Abbott Roche
  • 24. Keywords: Return, Replace, Transmitter, Hours, Deliver, Good, Horrible, Sensor, Delivery, Free, Send, Receive, Terrible, Phone etc. Feedback on customer service/helpline/responses Total relevant mentions: 548 Many users have complaints about the slow turnaround time of Dexcom’s customer support. "Dexcom did so yesterday. Have not yet received a call. How long is it taking fot turn around time for response from your reps?” - Mexxu## "How long should I expect to wait for a call back from #dexcom customer support? #dsma“ - MTL Feedback Dexcom Medtronic Abbott Roche Satisfactory Good Customer Service, Good/Quick Replacement, Good Refund Policy 73 35 30 2 Average Suggestion To Contact Customer Care, Would Contact Later 37 4 19 0 Unsatisfactory No Response/Bad Customer Service, Bad/Delayed Replacement/Refund, Bad Refund 159 93 71 25 Conversation Topic Analysis - Customer Service
  • 25. Keywords: Return, Replace, Transmitter, Hours, Deliver, Good, Horrible, Sensor, Delivery, Free, Send, Receive, Terrible, Phone etc. Posts mentioning the use of other physical devices and apps along with the base monitoring device Total relevant mentions: 701 Posts mentioned a positive sentiment with the use of a supporting asset with their main device “I have a tandam t-slim. It is touch screen and it is amazing. Does all the calculations for u. I also have a dexcom g6 sensor that tells me my blood sugar and they are accurate enough that I dont have to do the finger sticks anymore. The t-slim has a program that will use a predictive algorithm and your sensor data to cut off your insulin before you are low..” - manwatchingfire 21% 79% Digital Applications Pumps/Transmitters 100 messages about apps used with Abbott Freestyle Libre 8 messages about apps used with Medtronic 42 messages about apps used with Roche 474 messages about insulin pumps used with Dexcom CGM 77 messages about physical transmitters used with Abbott 21% Conversation Topic Analysis - Digital Assets
  • 26. AI Driven Social Media Intelligence for Pharmaceutical and Healthcare www.medsocial.ai info@medsocial.ai MedSocial is healthcare and pharmaceutical exclusive social intelligence platform that uses advanced text processing at scale to decipher and analyze millions of online messages from across multiple sites and geographical locations. It breaks down unstructured data and extracts relevant topics, events, attributes, sentiments, stories, and trends of a drug or device and provides competitive analysis and deep insights. If you have any questions or feedback about this report, we would love to hear it. All trademarks are the property of their respective owners. Scry Analytics and MedSocial are trademarks of Scry Analytics, Inc. This is a sample report and MedSocial does not make any warranty, express or implied, or assumes any legal liability or responsibility for the accuracy, completeness, or usefulness of any information.