Updated: 27th February 2023

What is the state of the customer experience from a patient perspective in the pharmaceutical industry?

2 min read By EvidentIQ

In collaboration with DT Consulting, Carenity*, part of EvidentIQ, conducted a survey of patients whose primary condition was ankylosing spondylitis, bipolar disorder, breast cancer, chronic obstructive pulmonary disease, depression, diabetes, multiple sclerosis, Parkinson’s disease, or rheumatoid arthritis,  to see if pharma channels are performing well enough for patients. 

As patients seek to become more informed and involved in their own healthcare, their health outcomes are closely tied to the pharmaceutical industry’s ability to engage with them. To assess the current state of this relationship, we surveyed patients in Europe and the U.S. so that our partner DT Consulting could put patients in the role of customer and applied our Customer Experience Quotient® (CXQ®) metric to see which CX efforts satisfied or disappointed patients.

In particular, we asked the patient:

What did you do when you last engaged with pharma-created services or information?

How do you most prefer to interact with pharmaceutical firms, and what kind of interaction do you actually have most often?

What was the most recent pharma-created service or information you used?

After your last engagement with pharma-created services or information, what did you do?

How did your most recent interaction with a pharmaceutical company affect your view of the following?

Has COVID-19 made you more or less likely to engage with pharma in the future?

*What is Carenity?

Carenity by EvidentIQ is our leading social platform supporting +500,000 patients and caregivers worldwide, across +1,200 chronic and rare diseases. Carenity provides direct, timely and compliant access to patient real-world data. Our Carenity platforms help fulfill our unique offer for Real-World Evidence, Clinical Trial Optimization, as well as Scientific Communication and Publications.

Carenity connects people suffering from the same conditions by providing them with a free social network: friends, newsfeed, discussion forums, private messaging, etc. We are convinced that new technologies help members feel less alone and better informed.

Find out more.

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