Pharmaceuticals

For several years, the research agency BCGroup has been assessing customer satisfaction with the work of pharmaceutical distributors.

The purpose of the study is to track the NPS level over time.

Tasks set for the study:

• overall NPS level assessment for all regions;
• NPS assessment for each of 50 regions (a representative sample is surveyed in each region);
• studying opinions on shortcomings in work;
• compiling a list of adjustments in work for each region of work;
• assessment of the dynamics of changes in the general indicator and regional indicators.

In the early years, personal interviews were used as a method of collecting information, but in the last 3 years, telephone interviews with audio recordings have been used. Heads of pharmacies or persons involved in the procurement of medicines take part in the survey.

For privacy reasons, we cannot provide specific brands and numbers.