The document analyzes ways to enhance physicians' experiences by understanding customer feedback and market research in HCP-pharma interactions. It identifies key aspects such as trust, relevance, and simplicity that influence these interactions and discusses methods for measuring satisfaction through a structured questionnaire. The analysis includes various touchpoints and aims to provide real-time insights through a dashboard for continuous improvement.

1. Menganalisa dan
Meningkatkan Pengalaman
Dokter Dalam Interaksi
Dengan Customer Feedback

2. Understand What Customers Need
Learning from market research: 3 most important aspects in HCP-Pharma interaction
were identified
Trust Relevance Simplicity
Real time / Continuous CSM on each MCE touchpoints attributes
reflecting the 3 Aspects
Regular CSM benchmark vs competition on the 3 aspects
1
2

3. Questionnaire Design - Touchpoints Covered
F2F Interaction
Remote Delivery
Webinar
Website - pop-up
Email
RTE
PP - Post Engagement
RT - Post Engagement
Symposia
Overall Questions:
1. NPS - based on experiences with Kalventis how likely would you be to
recommend Kalventis to your colleagues
1. Overall Satisfaction with Kalventis
1. Satisfaction with support and service provided by Kalventis
Satisfaction with key components of each touchpoints content:
1. 7 aspects of the content to rate on a 5 point satisfaction scale
1. 1 free element directly related to each touchpoint

4. Questionnaire Design - Questions for each touchpoint
Very
Dissatisfied
Dissatisfied
Neither Satisfied nor
dissatisfied
Satisfied
Very
Satisfied
The content was engaging/ interactive 1 2 3 4 5
The content was easy to access 1 2 3 4 5
The content was presented well 1 2 3 4 5
The content was relevant to me 1 2 3 4 5
The content was new to me 1 2 3 4 5
I trust the information provided by Kalventis 1 2 3 4 5
The presenter was engaging/ interactive 1 2 3 4 5
Free option for each touchpoint 1 2 3 4 5
Q. Please rate your satisfaction with the following aspects of the material delivered today.
NOTE: Questions on a 5 point scale will be analysed in Top2Box (Very Satisfied & Satisfied combined scores) and Bottom2Box (Very Dissatisfied
and Dissatisfied combined scores)

5. Face To Face
Mass
email
Remote
Call
Webinar
Website
PP/RTD*
Symposia
3rd Party
platform
CSM Continuous Capture Methods
RTE/
CFE**
Post-engagement
communication
Subsequent questions:
1. topic relevancy to clinical practice
2. [Channel-specific attribute 1]
3. [Channel-specific attribute 2]
Subsequent questions:
1. topic relevancy to clinical practice
2. [Channel-specific attribute 1]
3. [Channel-specific attribute 2]
• Unique link for each MCE
touchpoint and each
campaign
• Customer Identifier (?)
• Real time dashboard
Possible to embed the survey into the platform
Survey is captured in different platform

6. CSM Projected Dashboard & Analytic
Data
Report Analysis
Insights Customer
• Multi level from Rep level to National
Level
• DDB & non DDB
• Type of specialist
• Analysis per campaign
• Individual event (such as analysis for
each webinar)
Analysis ability
• Unique HCP rating (reflects channel
preference for each HCP)
• Other HCP preferences on engagement
attributes
Individual Customer Analysis
• Overall MCE rating
• Individual Channel rating (impact)
• Channel-related attributes
• Benchmark (vs history & vs
competition)
Data to display
CSM
Dashboard

7. CSM Regular Capture Methods on 3 Aspects
Trust
Relevance
Simplicity
Kalventis & other Pharma Companies
Face To Face
Remote
Call
Virtual event
email
Industry
threshold

8. Net Promotor Score
Is calculated using the answers to the question:
How likely are you going to recommend us to others?

9. THANK YOU