The latest Customer Experience Quotient® (CXQ®) report from DT Consulting is also our first US benchmark and it reveals a close race for leadership as pharma faces an inflection point in CX.
Based on a survey of 900 HCPs, it uses our CXQ® methodology to measure how well doctors perceive their interactions with particular pharmaceutical companies.
Within its rankings we find one pharma firm achieves excellence in personalisation, though such heights remain a challenge for the rest of the pharmaceutical industry.
In its assessment of different content types, digital and non-digital delivery yield mixed results for pharmaceutical companies in the US.
Meanwhile, in pharma’s use of different engagement channels we find that video calls from sales reps outperform all others in the US – bucking global CX trends towards educational channels and content.
The publication was covered by MM+M (Medical, Marketing and Media) and Endpoints News and the US pharma CX report is freely available to download and read in full.
Dominic Tyer 