In 2016, Alliance Pharma conducted a Customer Survey to measure satisfaction of our bioanalytical, biopharmaceutical, and drug metabolism services to our clients. Our goal was to assess how we were performing in relation to our business philosophy. Since we measure our success based on the success of our clients, it is important that we understand the areas of our business that are working and the areas that need improvement.
Overall, 100% of clients who responded to our survey gave Alliance Pharma a rating of SATISFIED or higher in regards to questions about services, personnel, performance, support, management, and costs. In fact, 75% of clients stated that they are VERY SATISFIED with Alliance Pharma.
The Customer Survey went out to Scientific Directors, Senior Research Directors, Assistant Scientists, Senior Managers, and Professors. When these clients were asked, “How satisfied are you with the performance of our technicians?” 70% replied that they are VERY SATISFIED. In addition, 65% of our clients responded that they are VERY SATISFIED with our management’s commitment to assist.
Customer Survey Data
We also used the survey to understand why our clients are choosing to partner with us. We know that there are many CROs in the marketplace, so we value each and every client. The replies showed that our network is strong and that referrals are the number one factor for our clients choosing to partner with us. The survey also revealed that our clients are choosing us for other reasons, as follows:
- Assay Capability
Customer Focused Improvements
Based on the results of the survey, we plan to update our website design and functionality. We will also create new company literature to describe the full extent of our services, especially those that we have added this year, such as the Laboratory Animal Facility and Large Molecule Bioanalysis.
Alliance Pharma would like to thank all of our customers for their time in completing the survey to help us understand how we can better serve all your needs! We are committed to delivering the highest quality services at a competitive price, and thus build a lasting partnership. Thank you for your continued patronage.