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