At DT Consulting we’ve just published our first global customer experience benchmark, based on a survey of 6,270 HCPs across 14 markets and 8 specialty areas, building on the reports we’ve compiled since 2017.
For this latest research we once again deployed our Customer Experience Quotient® (CXQ®) methodology to measure how well doctors perceive the interactions they have with particular pharmaceutical companies.
Ranking 32 pharma companies, we found UCB, Gilead, and Novo Nordisk to be pharma’s leaders in CX. The report also shows how companies are ranked in terms of their use of digital and non-digital channels, as well as how HCPs rated pharma companies for the personalisation they provide.
On a channel basis it reveals that a human use of technology provides the best CX for HCPs, staving off a strong challenge from the return of the sector’s much-missed face-to-face meetings and events. The study also shows that pharma’s virtual events are coming back to earth after their COVID bounce.
I spoke to Endpoints News about the report – you can read their article here – and the global pharma CX report is freely available to download and read in full.
Dominic Tyer 