Results from Global Pharmaceutical Customer Experience survey

Research on the state of the customer experience (CX) that the global pharmaceutical industry provides to healthcare professionals (HCPs) has been released by DT Consulting, an Indegene company.

For its 2024 research, the specialist life sciences strategy consulting firm assessed 12,200 interactions from 6,100 HCPs across 13 countries and eight specialty areas using its Customer Experience Quotient (CXQ).

Key findings from DT’s latest report, The State Of Customer Experience In The Global Pharmaceutical Industry, 2024: HCP Interactions, include:

• UCB retains the number one position it gained in 2022 in the overall global CX ranking, with a CXQ score of 65, holding off strong competition from J&J Innovative Medicine and Lilly, which both achieved a CXQ score of 64
• J&J Innovative Medicine leads in non-digital channels, with a CXQ score of 72, followed by Lilly (69) and UCB (68), with strong six-point increases in the CXQ scores from J&J and Lilly enabling them to leapfrog some of 2022’s leaders
• UCB, Pierre Fabre and Takeda stand out in a competitive digital field, where UCB leads with a CXQ score of 60, followed by Pierre Fabre and Takeda (both 59).
• CXQ scores of 76-100 are considered by DT to be excellent, 51-75 are good, 26-50 are fair, and 1-25 are poor.

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