August 2025
New Approach to Client Satisfaction Surveys Coming Soon! Press Ganey Surveys Come to a Close
We’re launching a new way to collect client feedback because our current survey process hasn’t changed in over 20 years, and response rates have dropped to just 3%. We launched a similar process last year with our Kaiser clients, and the response rates are consistently three times higher!
Here's What's Changing
- Text message delivery: Surveys will be sent via automated text messages with reminders to increase response rates.
- Three touchpoints: Clients will receive a brief survey after Evaluation, Funding, and Delivery — giving us real-time feedback at each stage.
- Short and simple: Surveys will be under 6 questions and take less than 2 minutes to complete.
- 5-point rating scale: 5 = Strongly Agree, 1 = Strongly Disagree.
- Google reviews: Clients rating us a 4 or 5 will be prompted to leave a Google review, boosting our online visibility.
- Alerts for low scores: A rating of 2 or below triggers an automated alert to the appropriate leader for follow-up.
- Daily reporting: Results will update every 24 hours in Power BI.
- Applies to new equipment orders only. Repairs, home access, and supplies will be added once the new process is up and running in all U.S. branch locations.
Timeline
- August 1: Current Press Ganey surveys ended.
- Early August: Pilot begins in one region.
- By October 1: Full rollout planned for all U.S. locations.
Click here to learn more and view the survey questions. We will provide progress updates along the way. If you have questions, please send them to feedback@nsm-seating.com.
COMPANY
NSM Travel & Expense (T&E) Policy Enforcement Reminders
As we continue to enhance operational efficiency, whether you are a
corporate cardholder or a non-corporate cardholder submitting an expense for reimbursement, please take the time to review the requirements outlined in our
Travel and Entertainment (T&E) Policy.
NSM's Finance Team has identified numerous inconsistencies in the submission of expenses throughout the organization.
Incomplete or late submissions can affect processing timelines and create unnecessary administrative burdens on several internal teams.
While the policy itself hasn't changed, we all must comply more consistently.
With this in mind,
effective August 1, corporate cards may be suspended if expenses aren't handled within the necessary timeframe. Please act quickly to stay compliant and take a moment to review the helpful resources above, including the
Travel & Expense (T&E) Policy Critical Reminders document, which provides key reminders on various expense submission topics.
We all play a role in ensuring expense submissions are timely, complete, and accurate. Adhering to these requirements supports both individual accountability and company-wide compliance with our T&E Policy.
For any questions or concerns, contact us at
expenses@nsm-seating.com. Thank you for your continued attention and support.
August Off to a Strong Start with 4.4 Google Review Rating Average
August is off to a strong start with a
4.4 overall Google Review star rating for the company and 53 total reviews in the first eleven days! This is a positive uptick after closing July with a
4.2 overall rating. A huge thank you and shoutout to those who have been actively 'just asking' for positive Google Reviews from happy clients.
Let's keep this positive momentum going and remember the importance of the power of a positive Google Review rating and continue to just ask happy clients for more reviews. The more positive scores, the higher your overall star rating will climb. Click here to view helpful Google Review resources.
Click here to download and view the current leaderboard. Currently, 55% of NSM branches have reached the goal of a 4.0 - 5.0 score, while 16% are on the cusp between a 3.5 and 3.9, and 29% of NSM branches are sitting between a 1.0 and 3.4 Google Review rating.
Below we've outlined a division breakdown of results for August (as of August 8) and 2025 so far.
August Google Review Rating Update by Division
- Access Standalone: 5.0 (1 total review)
- Canada: 5.0 (1 total review)
- North Division: 4.5 (17 total reviews)
- South Division: 4.5 (14 reviews)
- West Division: 3.7 (3 reviews)
2025 Year-to-Date Google Review Rating Update by Division
- Access Standalone: 4.7 (63 reviews YTD)
- Canada: 4.8 (214 reviews YTD)
- North Division: 4.3 (368 reviews YTD)
- South Division: 4.5 (555 reviews YTD)
- West Division: 4.0 (230 reviews YTD)
Crispin Provides Updates on Our Key Priorities & How They Impact Client Experience in August CEO Update
If you have not already, be sure to take time to read the August issue of the CEO Update. This month's issue is packed with updates on a range of topics, including why cybersecurity is more important than ever, NSM's Centralized Call Center's expansion to support the U.S., how AI is reducing administrative burdens, and how proactive client outreach is keeping our clients moving.
PRODUCT
Permobil SpeedControl Dial for Smart Drive Discontinued & Recall of ALL Units Implemented
Effective immediately, the SpeedControl Dial for Smart Drive has been discontinued, and full field recall of ALL units is being implemented. Below are all the details you need to know. Please get in touch with your RAD with any questions or concerns.
Max Mobility/Permobil has voluntarily expanded its recall of the SpeedControl Dial, a wired control option for the SmartDrive MX2+ Power Assist Device, due to safety and performance concerns. This voluntary action applies to all SpeedControl Dials on the market, including those that were replaced as part of the existing recall. This decision reflects Permobil’s ongoing commitment to delivering high-quality products to our customers and the safety of our end-users.
Users should immediately discontinue use of the SpeedControl Dial to reduce the likelihood of a potentially hazardous or harmful situation and use an alternate method to control the SmartDrive MX2+ Power Assist Device.
Supporting Permobil’s Field Recall
National Seating & Mobility is providing Permobil with a list of all consumers who are impacted by this recall. Permobil will initiate all contact with the consumer to coordinate the destruction of their SpeedControl Dial and the substitution with the SwitchControl. The consumer will be supported to make these substitutions themselves, but will be forwarded to NSM should they require assistance with installation. NSM will be compensated for services associated with this recall. Supply Chain is partnering with the CSS, the Centralized Call Center and Remote Services to support scripting and client management should a client reach out to us directly about the recall and when clients are directed back to us by Permobil. Note that despite the direction in Permobil’s public announcement, Branches do not need to acknowledge receipt of any communication regarding the recall and should not provide any client data directly to Permobil. Recall orders through MA should be processed as normal.
If a client calls into an NSM Branch asking questions about the recall, please refer them to the Recall Portal or Permobil Customer Experience US at (800) 736-0925 | in CA at (800) 265-9830 for assistance.
Addressing NSM’s Active Work Orders With Discontinued SpeedControl Dial
There are 400+ work orders in process which have a SpeedControl Dial on the work order. A Purchasing note will cue Purchasing to not provide a PO until the SpeedControl Dial is removed by the ATP. ATP will be receiving their list of impacted work orders from their RAD and will need to work with the client and/or Therapist to determine whether the SwitchControl will work for the client or whether an alternative power assist device will need to be provided.
To Learn More About The SwitchControl
SwitchControl (formerly known as the thumb throttle) is included at no extra cost with every SmartDrive MX2+. You can use it alone or with a wireless wearable controller (smart watch).
With the SwitchControl button, you can:
ATP Pulse Calls – Designed To Keep You In-The-Know
Have you missed the ATP Pulse Calls and have some windshield time? Check out June’s conversation hosted by Cody Verrett from TiLite/Permobil or July’s content on Ethics And The ATP Credential 1 CEU hosted by RESNA.
Join our August 15th call live to learn what’s new with Quantum; Product Launches and Supporting Econ App Transition
Sunrise Launches Highly Anticipated M90 Power Assist With All Way Toggle
Quotes start August 18
th for Sunrise’s highly anticipated M90, a power assist device that also features a cordless all-way toggle controller. Coded E0986 it will have better reimbursement than the Efix coded E0983 while providing more wheelchair drivers the versatility of joystick driving or push propelling.
M90 Video
NSM Launches New Power Assist Profile August 18th
Due to market dynamics, August 18
th NSM will launch a mid-year change to the Power Assist Profile. We are very excited for the innovations coming out of this product segment, as the variation in product capabilities will mean more consumers will be able to find the right solution for their specific needs.
NSM has invested in 100 R90 demo units purchased 12/24 and an additional 25 Klaxon Twist Demos 8/25. We continue to see tremendous growth in this segment and believe investing in NSM-owned demos will give our teams a competitive advantage in clinics and the community so clients can make informed decisions when selecting power assist technologies.
Yamaha Discontinues Their Navi Series Power Assist Devices In The US
Yamaha has been facing challenging business conditions for a number of years due to limitations related to the US medical device industry and intensifying market competition and dynamics. Given these conditions, they have made the difficult decision to discontinue their Navi Series: NaviONE and NaviGO. Yamaha will continue to provide service parts for the next 8 years and honor all warranty terms. Yamaha will continue to ship products through year-end end but NSM has removed the products from MA to wind this relationship down.
- Instead of the NaviGo, we recommend the M90, newly launched from Sunrise.
- Instead of NaviOne, we recommend the Alber Emotion M25.
National Seating & Mobility Inks Distribution Agreement With Rehasense
Rehasense has the widest range of solutions for pull style power add-on devices while also delivering NSM a better pricing structure at MSRP-50% in comparison to Rio Mobility’s Firefly which provides MSRP-30% discounting. Rehasense is supported by your local Independent Rep Group; contact them for demos or product support. Rehasense has been successfully supporting community transportation for wheelchair riders throughout Europe for the past 15 years and now this life changing technology is available in the US. These devices will be self-pay or could be covered by Voc Rehab or Workers’ Compensation plans.
Click here to learn more.
NSM is Priority #1 With Quantum - Save NSM’s Preferred Hot Lines In Your Phone
Performance Health Discontinues Versaform Line Of Products
Effective immediately, the entire line of Versaform positioning pillows has been discontinued. Since Performance Health was the manufacturer, this means all distributors will also be unable to provide this product. At this time, we are unaware of an alternative similar solution to refer clients. This was a low-utilized product, so we do not anticipate major market turbulence.
National Seating & Mobility Inks Distribution Agreement With ReachAble Technologies
OmniCuff is a versatile assistive hand device designed for individuals with gross motor upper extremity function but lacking in fine motor hand function. The OmniCuff will allow these individuals to grasp everyday objects to support ADLs like eating and grooming.
August Product Spotlights
Click here to see products from Amylior, Drive Medical, Rifton, Cubby Beds and RAZ Designs.
PEOPLE
Invite Your Referral Partners to a Momentum Academy Event in Your Area
NSM's Momentum Academy events are a great touchpoint for you to connect with your referral partners and invite them to register for an event in their area.
As a reminder, these events offer a new way for clinicians to learn about Complex Rehab Technology (CRT) while earning continuing education credits for their time with the NSM Momentum Academy event series. Momentum Academy is designed to educate clinical partners, including physical therapists, occupational therapists, and other healthcare providers about best practices in mobility solutions and CRT.
Upcoming Event Dates
- August 26 - Nashville, TN
- September 05 - Anaheim, CA
- September 18 - Chicago, IL
- September 23 - Orlando, FL
- October 01 - Charlotte, NC
- October 24 - Oklahoma City, OK
August Employee Milestone Anniversaries
Click here to see which NSM employees are celebrating an August milestone anniversary of 5, 10, 15, 20, 25, 30 or 35 years. Congratulations on your anniversary. Thank you for your service!
2025 Tobacco Cessation: Start Your Journey to Quitting TODAY!
As part of our commitment to the care and concern for the physical well-being of our employees, their families, and our customers, National Seating and Mobility remains focused on providing a safe and healthy workplace that includes initiatives aimed at reducing tobacco use among our employees. Tobacco use is not only life-threatening, but treatment of the associated diseases increases Medical, Dental, Disability, and Life insurance costs for NSM and our employees. To support you in quitting the use of tobacco, NSM has partnered with BCBS to offer free tobacco cessation coaching programs. Click here to learn more!
5-Star Google Review Shoutouts
5-Star Shoutout for Branch 47 (Southborough, MA)
Last week, Randy Brand was at our home to service my Quantum Powerchair. Randy was beyond a “10.” He was punctual, polite and interested in his task. He offered lots of unsolicited information about the chair and answered the questions we had. He was professional and personable. It was my first service since receiving the chair in March 2020, and it reinforced my comfort level with National Seating & Mobility. I don't often post feedback, but Randy was exceptional.
5-Star Shoutout for Branch 68 (Nashville, TN)
I have been getting my son’s mobility equipment through NSM for almost 3 years, and I have nothing but great experiences with them. The team at their main office is both amazing and incredibly helpful, making sure my son is comfortable while using his wheelchair and walker. Thank you for all you do!
5-Star Shoutout for Branch 151 (Jacksonville, FL)
My son received his power wheelchair via personal delivery, and the experience was outstanding! The care and detail put in was so appreciated! We felt cared for and thought of! Thank you so much, NSM, for the phone calls and follow-up, for the delivery and demonstration! Very personable!
View more 5-star Shoutouts on the Google Review WNSM page.
Mission Moment: NSM Plainfield Team Helps Secure Much Needed Equipment Just in Time for School
NSM Funding Specialist, Jennifer Gilly, and the entire NSM Plainfield, NY Team helped make a difference for NSM client, Hunter, just in time for the school year to begin!
Jennifer teamed up with Hunter’s mother, Nicole, clinicians, and the insurance company to secure funding for Hunter’s equipment before school started. When she discovered that the request had been denied, Jennifer immediately took action to gather the necessary information for a resubmission and urged Hunter’s insurance to expedite their review so that he could receive his wheelchair promptly. Thanks to her quick request, the approval came through the very next day!
When Jennifer shared the wonderful news with Nicole, she exclaimed, “Thank you for advocating for us! He loves everything you’ve helped him with. Here are a few pictures of him enjoying his equipment. I know it must be challenging to see all the happy customers from the office, so we’re delighted to share the results of your hard work!” Excellent work, Jennifer Gilly, Gail Walsh (Branch Manager), and the entire NSM Plainfield, NY Branch Team!