To everyone who took part in our recent End User Engagement Survey, thank you.
More than 200 wheelchair users and carers across Australia and New Zealand shared honest feedback about their experiences, challenges and aspirations. Some of what you told us was encouraging. Some of it was difficult to hear. All of it was valuable.
This survey was designed to help us better understand what matters most to our community, so we can focus on the areas where we can make the greatest difference.
One message came through louder than any other:
Accessibility continues to be one of the biggest barriers to participation and independence.
More than three quarters of respondents (76.8%) told us they had avoided or cancelled an activity in the past 12 months because of accessibility concerns.
Whether it was visiting a new venue, travelling, spending time outdoors or simply participating in everyday activities, many of you shared that accessibility challenges continue to limit opportunities and experiences.
When we asked what you would do more of if equipment and environments better supported you, the most common responses included:
Getting outdoors and connecting with nature
Travelling and exploring new places
Spending time at the beach or on the water
Greater independence in everyday life
These responses highlight something important: mobility is about far more than getting from one place to another. It is about freedom, participation and living life on your own terms.
Service Experiences Are Mixed
Many people reported positive experiences with repairs and service support, but there is still room for improvement.
While 53.4% of respondents feel confident that repairs will be completed quickly when needed, almost one in four (23.8%) said they do not feel confident.
Repair timeframes also varied significantly:
47.1% had issues resolved within a week
15.4% experienced waits of more than a month or had issues that remained unresolved
The most common frustrations were:
Repair delays
Parts availability
Difficulty accessing repair services, particularly in regional areas
These findings reinforce the importance of reliable service and support, particularly when equipment plays such a critical role in everyday life.
We Have Work To Do
One finding that stood out to us was awareness of our Permobil community initiatives.
While 60.3% of respondents were familiar with Permobil, only 23.3% were aware of the community programs, stories and resources we provide through tua atu | beyond.
Simply put, we need to do a better job of helping people discover these resources and opportunities to connect with others in the community. That responsibility sits with us.
What Stood Out In Australia
Thank you to everyone in Australia who shared their experiences.
Survey respondents in Australia were more likely to be power wheelchair users (49.3%), with an older age profile - 34.3% are aged 65+ (years).
Accessibility barriers hit hardest here: 78.8% of Australians had cancelled or avoided an activity, higher than the overall average.
Repair timeframes were also tougher, with 40.8% resolved within a week compared with New Zealand's 57.7%. Most of you turn to your dealer or supplier first when something goes wrong (55.4%).
Many of you heard about the survey through Facebook, highlighting the importance of social media as a source of information and connection alongside email newsletters and website content.
The topics you most want to see more of include:
Travel and accessibility information
How to videos
Businesses that genuinely support wheelchairs users
What Happens Next?
Listening is only valuable if it leads to action.
Over the coming months, our teams will be reviewing the survey findings in detail and identifying specific opportunities to improve both our community initiatives and the support we provide.
Our focus areas will include:
Improving awareness of community resources and programs
Expanding content around travel, accessibility and real-life experiences
Identifying opportunities to address common service pain points
Creating more opportunities for community connection and engagement
Most importantly, we will report back on our progress.
This survey is not a one-time conversation. We want you to see how your feedback is helping shape future priorities and decisions.
Our first progress update will be shared before the end of the year.
Thank You
The most important thing we heard was not a single statistic. It was the desire for greater independence, participation, connection and opportunity.
Thank you for trusting us with your experiences and perspectives. We are listening, we are learning, and we are committed to turning those insights into meaningful action.
If you would like to share additional feedback, you can contact us at beyondau@permobil.com. And if you missed the survey, there's still time to have your say through the Your Voice Matters survey.
Together, we can continue building a community shaped by the people it exists to support.
This feature is shared as part of the beyond community, which brings together people with different experiences, interests and ways of participating.
Everyone’s story is different. If you would like to share yours or be part of the beyond community, we’d love to hear from you - fill in our form here.