As of January 2023, Pharma Value started, in cooperation with the soc. coop. Brochures, evaluation and analysis of services.
Evaluation and analysis of Pharma Value services: methodology and results
The work of collecting customer feedback was initiated by sending out a questionnaire to be filled in anonymously, in order to receive sincere feedback on satisfaction with the services offered.
A total of 50 evaluation requests were sent to various company contact persons, even more than one per company.
The questionnaire was set up in 6 sections, the first 3 of which had closed answers:
- Time of use of Pharma Value services
- Type of services used and level of satisfaction
- Evaluation of personal experience with Pharma Value services with respect to some parameters relevant to Pharma Value:
- Clear and comprehensive service proposal
- Understanding customers' needs
- Proactive approach in seeking solutions;
- Responsiveness to needs
- Speed of response to requests
- Meeting deadlines
The remaining sections asked for opinions on how to improve Pharma Value services, possible interest in new services and further suggestions.
Collected feedback
We received 32 hits.
S.M.A.R.T. indicators (specific, measurable, attainable, relevant and defined over time) were used to collect information.
The time of use of Pharma Value services returns a snapshot of the customers who decided to participate in the survey:
Compared to the type of services used and the level of satisfaction The graph below shows decidedly high percentages in the highest satisfaction bands.
The level of satisfaction with each service is also good.
As can be understood from the graph below, in which the 'star rating' representation was preferred because it is simpler and more immediately comprehensible, the most appreciated services were found to be:
- Regulatory and Regulatory Monitoring,
- The Normative and Regulatory Analysis,
- Monitoring and Stakeholder Analysis,
- monitoring of drugs/therapeutic areas,
- counselling on access strategies,
- Thematic Insights, and
- the public prosecutor's office for AIFA administrative acts.
As mentioned above, the level of enjoyment of the experience with Pharma Value was investigated in reaction to different characteristics:
- Clear and comprehensive service proposal
- Understanding customers' needs
- Proactive approach in seeking solutions;
- Responsiveness to needs
- Speed of response to requests
- Meeting deadlines
The average level of satisfaction with the experience in relation to the identified requirements indicates coincidentally high levels (above 40%) in the 'Very Satisfied' and 'Fairly Satisfied' bands.
To anticipate how the margins for improvement, which are certainly possible, will be directed towards the loyalty of client companies, seeking an increasingly fuller response to their needs and expectations.
The overall level of enjoyment of the experience was also exemplified in the star-scored list below.
Particularly appreciated were 'Clear and Complete Service Proposal', 'Understanding of Needs', 'Responsiveness to Needs' and 'Speed of Response to Requests'. As the most representative quality of Pharma Value's work, excellent results were recorded in 'Meeting deadlines'.
The 'proactive approach in seeking solutions', although with a good score of 'fairly satisfied' will certainly represent one of the margins for improvement in the way the Pharma Value team works.
What happens now?
These results are useful for reflecting on the work done and defining a path for improving services. The Pharma Value team is already working to proactively respond to the refinement of services already offered (regulatory monitoring, regulatory analysis, strategic advice on portfolio products or therapeutic areas) and the design of new services.
The Pharma Value team has always been interested in moments of sharing and discussion in presence, as in the case of of theUnconventional team buildingor participation in the presentation of the 6th OSSFOR Annual Report 2022 or at a distance like the proposed survey.
In the coming weeks we will update you on operational developments...
