Pharma Case Studies

Vertex

The Best Way To Communicate with Customers

Vertex took survey results focused on the best ways to communicate with customers and those customers' perceptions of the company to raise their message efficiency and help customers stay up to date with new products and services through their preferred channels.

Ultragenyx

Understanding Your High Impact Customers

Using a PeopleMetrics survey, Ultragenyx was able to understand a 360-degree view of the patient journey, discovering any unmet patient needs to bridge those gaps and uncover areas that were most important to their High Impact Customers.

BioLife

Reversing a Declining Donor Satisfaction Score

BioLife used feedback from a survey to identify key problem areas during their donation process, leading to an immediate improvement in their customer satisfaction of 9% and an 18% increase in satisfaction in key problem areas.

Merck

How to Handle Customer Interactions

Merck utilized survey feedback following recent customer interactions, leading to a 26 point raise in NPS, a 20% increase in promoters, a 6% decline in detractors, and a 29% increase in problem resolution.

Alnylam Pharmaceuticals

Patient Satisfaction in a Patient Assistance Program

Alnylam Pharmaceuticals increased its satisfaction score by 5% through a patient survey feedback, helping them understand patient perceptions, identify deficits, and improve customer service feedback.

Travere Therapeutics

New Product Perception

Travere Therapeutics used our survey results to understand the perception of a new medicine, leading to a 14% increase in product perception, with improvements in terms of messaging and the timing of communication.

Global Pharmaceutical Company

Fixing the Onboarding Process

A global pharmaceutical company used rolling patient feedback to validate its decision to invest in employee retention strategies, make adjustments to the patient portal and app, and adjust their onboarding process to increase patient satisfaction.

Global Pharmaceutical Company

Planning the Perfect Photo Shoot

A global pharmaceutical company used an online survey to influence the concept selection, planning, and details of a photo shoot, utilizing findings as input for product collateral content for upcoming initiatives and gain insight for decision making within tight timelines, justifying the investments they made in the photo shoot.

Advanced Processing Healthcare Company

Creating the Correct Communication Channels

An advanced processing healthcare company measured the interactions between patients and physicians through multiple channels, helping them determine which channels were preferred for certain types of information and improving the communication process in key problem areas.