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Tracker customer satisfaction for four brands in 25 countries in the B2B healthcare sector

A leading B2B healthcare provider with a global footprint and four brands was challenged to understand and improve customer experience. Due to fragmented data and a lack of a basis for strategic decision-making, the company decided to implement a customer satisfaction tracker. This tracking study has been conducted in up to 25 countries for over ten years and uses online surveys for efficient data collection. The drivers for a positive customer experience can be identified using the Shapley Value Regression method. The results enable the company to make well-founded strategic decisions, adjust them if necessary, and significantly improve customer satisfaction.

  • Tracking study

  • Customer Satisfaction Index

  • NPS

  • Driver analysis

  • Shapley value regression

  • Recommendations for action

  • > 15 languages

  • Global online survey

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