Assessment of Customer Satisfaction with Verbal Responses Provided by a Pharmaceutical Company’s Third-Party Medical Information Call Center

Abstract

Our purpose was to conduct a customer satisfaction survey of verbal responses provided by a pharmaceutical company's third-party medical information (MI) call center. One survey for health care providers (HCPs) and one for consumers were designed to assess customer satisfaction following a verbal response to an MI question. Surveys were offered to all HCPs and consumers contacting the MI call center January-March 2007. Respectively, 27% and 18% of all HCPs and consumers (N = 318) receiving a verbal response agreed to participate. The completeness and understanding of medical responses were rated similarly, independent of caller type, 92% rating the answer received as complete and 98%> rating the quality as above average to excellent. Additionally, 53% of HCPs rated the response quality as better than that provided by other industry call centers. Lastly, 100% of both caller types stated they were treated in a courteous or professional manner. Based on the three-month customer satisfaction survey, the medical information and level of professionalism provided by the call center were average to above average, indicating a high level of customer satisfaction with verbal responses.

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