Customer Satisfaction Measurement
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Customer satisfaction measurement refers to the process of determining how satisfied customers are with a company's products, services, or overall experience. This measurement is crucial for businesses because it helps them understand their customers' needs, expectations, and areas of dissatisfaction. By addressing these areas, companies can enhance customer loyalty, increase retention, improve their products and services, and ultimately drive more sales and revenue.
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Customer Satisfaction Measurement
- 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