Case Study
Vertex's Communication and Customer Perception
Challenge
Vertex, a leading pharmaceutical company, wanted to learn the best way to communicate with their customers.
They also wanted to understand patient and health care professional (HCP) perceptions of Vertex to gain a clear direction in driving program improvements.
Approach
PeopleMetrics designed a survey to cover the five main topics most important to Vertex to achieve the goal.
These topics included program perceptions, primary patient support specialist (PSS) recall, primary PSS perception, recent PSS perception, and frequency of contacts.
These surveys were done at a patient level, triggered by a recent interaction, and at an ongoing HCP level.
Outcome
Vertex was able to take the findings from the survey to inform them of what information should be communicated through each channel, raising their message efficiency and helping their customers stay up to date with new products and services through their preferred channels.
During the survey, the customer response count rose by 82%, helping Vertex not only reach their customers but learn what is working and what needs to be improved during their process.