Healthcare companies face a fast-changing market environment with uncertainty and anticipation around regulation, all of which has major consequences for customer preferences and behavior. Loyalty Research Center works with pharmaceutical, medical technology and healthcare provider organizations to measure and manage customer relationships in this dynamic environment in a highly sensitive industry.

Our research helped fine-tune technical support for vital medical devices, significantly enhancing patient satisfaction and loyalty. With greater focus on prevention and cost reduction, customer feedback on a technology platform for health assessment guided changes that made for superior outcomes and cost reduction. Research on customer support for a leading pharmaceutical company revealed that empathy was as significant an attribute as technical competence for effective patient support.

LRC’s researchers are well-placed to develop insights around changing customer expectations and behaviors in this vital industry that accounts for the biggest piece of the domestic and global economy.