Main Subject - Business

Step 1

Decide On Your Objectives What do you want to know from the survey? Be specific. Your objectives will form the basis from which your survey questions will be developed. Limit your objectives to just a few. If you try to include too much, you will make the survey too l

According to USFDA, a combination product is one composed of any combination of a drug and device; biological product and device; drug and biological product

ong (customers may not complete it), and you may uncover more than you can handle (you can't respond to it).

Step 2

Determine Who Should Complete the Survey First and foremost, know who your customers are and which are appropriate to survey! If your market

; or drug, device, and biological product and fixed dose combination would include two or more combinations of drug.

Examples of combination products may in

is large, you may have different segments of customers. Or depending upon the industry you may have different levels of customers.

Also, give some thought to the number of customers you want to survey. Do you have a few key accounts? Maybe you want to survey each of them. If you have multipl

lude drug-coated devices, drugs packaged with delivery devices in medical kits, and drugs and devices packaged separately but intended to be used together.

customers, you may have to select a sample to survey. Also, you may want to hear from different individuals at the same customer site. Feedback from individuals other than your direct contact may reflect problems that your contact doesn’t know about and report.

Step 3

here is enormous increase in the number of combination products entering the market in the recent years. Combination products have proven advantages but fixe

ong>Develop the Survey Having settled on objectives and decided what kinds of customers you'll target, it's time to draft the survey. You'll need to formulate questions whose answers will help you decide what needs to be changed to achieve your objectives. The following tips may help

d dose combinations are still in the process of convincing regulatory authority on their advantages over the single ingredient formulations.

Combination pro

you:

First, list potential question topics. Common service factors for which you may want to ask customers to grade your performance and product value include:

Products: Features, Features desired, Variety, Safety, Durability, Quality, Reliability, Documentation cl

ucts have become life saving products for the pharmaceutical companies who doesn’t have many innovative molecules in their product pipeline and have been inc

arity, Documentation adequacy, Packaging quality, Packaging convenience, Cost Employees:

Pushiness, Friendliness, Courtesy, Accessibility, Attention, Care, Competence, Flexibility, Understanding of customer needs, Professionalism, Appearance, Effective use of time.

Customer feelings:

Appre

easingly used in the product life cycle management. Even the companies having product patents are trying to extend their product life cycle through the combi

iated, Respected, In control, Needs and desires met

Post-sale service:

(Same list as employee features above), Order processing timeliness, Delivery timeliness, Condition on delivery, Installation problems, Problem solving, Kept promises, Product usefulness.

Company perception:

Confidence

nation products and maximize the revenues. But the companies involved in this practice are overlooking that they are burdening the patients both economically

, Trust, Honesty, Affection, Efficiency, Stability, Innovativeness, Brand quality

Consider what you know and what you want to know regarding customer perception of each factor you consider to be significant. Then shorten the list to just significant factors that you would be willing and able

and physically. They need to rightly judge the benefits of the combination products and they have to even look at the risks involved when combining the produ

to work on to increase customer loyalty or attract new customers.

Step 4

Administer the Survey You may want to contact the people you intend to survey before hitting them with questions, and ask them if they will help you by responding. Personification will

ts. Some of the combination products were well accepted by physicians while others suffered. Companies involved in development of combination products are fi

both let the survey candidates know how important it is to you and help you avoid irritating clients who resent surveyors.

If you are handing out survey cards to customers, be aware that research has indicated that it’s better to do it as they depart, not as they arrive. Having a list of fe

ding difficulty in defining their combination products and facing various challenges from selecting a combination to marketing it.

Following aspects would a

atures to criticize during the visit makes a customer more likely to notice weaknesses. That inspires useful feedback, but it can cost you the customer.

If you are not satisfied with the initial response rate, don’t give up. Consider supplementing the survey in another medium--for example by

dd to the challenges in developing combination products:

Which markets to tap where the combination products can do fairly well?
Which combination prod

asking questions by telephone or on a Web page when not enough were answered by mail.

Step 5

Analyze the Results Once your customers return the completed surveys, you are ready to compile the data and analyze the results. In most cases, competency with a co

cts are meaningful and rational?
Which therapeutic categories to select?
Which Combinations can address unmet needs of the patients?
Do combin

mputer spreadsheet program is all you'll need. First, you'll need to design the spreadsheet, enter the data, and then choose the graphs to summarize the results. These might be pie charts, bar graphs, or line graphs which are available in all of the popular spreadsheet programs.

Step

tions increase the patient compliance?
What would be the developing cost?
How to tackle the risks encountered during combination product developmen

6

Communicate the Results After you have analyzed the data, it is time to communicate the results to your staff and customers.

First the staff: Remind everyone that customer satisfaction is essential for continued prosperity. Emphasize the importance of keeping the

t?

As combination products don't fit into the traditional categories of drugs, medical devices, or biological products, the USFDA is in the process of devel

customer wants and needs in mind whenever decisions are made--especially in product design, marketing, and customer services.

Then the customers: Communicating survey results and resulting action is absolutely necessary if you want to continue to receive feedback from your customers. If the

ping new procedures for reviewing their safety, efficacy and quality.

Professional from academic institutions, pharmaceutical industries, health care indust

feel that the survey results do not get the proper attention, they'll be reluctant to provide you with feedback in the future.

Get your customers involved when you can. This gives them ownership of the issues, makes them part of the solutions and allows them to experience firsthand your ded

y and representatives from various regulatory agencies are working out to design the regulatory requirements for manufacture and sale of combination products

ication in satisfying their needs. You might also want to solicit their input for your annual goals and objectives. Then, tell them how you're doing against the goals, and tell them frequently. That way they know that progress is being made and that you value their opinions and their particip

.

As there is an increasing trend of the combination products companies manufacturing such products should be able to tackle the problems involved in the de

tion. Plus, it provides you with some great public relations.

Measuring Customer Satisfaction - Watch Out For…(Part 3 of 3)

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...---(Part-3

elopment. They need to be wiser in analyzing the market trends and the regulatory requirements.

Companies that provide selfless information through particip

-of-3)&id=417776

Continue… Measuring Customer Satisfaction - Introduction (Part 1 of 3)

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(Part-1-of-3)&id=417756

tion in industry events and feedback to regulatory authorities would be able to face the challenges and will be successful in developing combination products

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Main Subject - Measuring Customer Satisfaction - Six Steps in Conducting a Successful Survey (Part 2 of 3)

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