Quality

Summary of Independent Customer
Satisfaction Surveys

Background/Purpose: One client of A.R.M., referred to below as BIG Pharma*, partnered with The Center For Client Retention, LLC (TCFCR) to design and conduct an ongoing Customer Satisfaction Assessment Program. The survey was first completed in 2002; then repeated in 2003.

BIG Pharma utilizes the services of two outsourcing firms, A.R.M. and XYZ*, that handle off hours and overflow calls in addition to calls regarding legacy products. BIG Pharma wanted to determine the satisfaction with these two vendors and compare their results against those of their internal Medical Information Staff (MIS).

Methodology: Follow-up telephone interviews of BIG Pharma customers.

NET/NET Results: "The 2002 ratings (for BIG Pharma) are considered high in comparison to other clients of TCFCR." And..."While the results were mostly comparable, A.R.M. fared consistently better than both XYZ and MIS."

According to The Center For Client Retention, "...A.R.M. is an asset to BIG Pharma, as their overall ratings were determined to be comparatively high as well. Often their scores exceeded those of BIG Pharma MIS.

Specific Results

Survey #1 findings regarding A.R.M.:

Of those surveyed, 94% indicated that A.R.M. exceeded or met their expectations. This was a higher percentage than both XYZ and MIS.
Of those surveyed, 77% responded that they were very satisfied with the response A.R.M. provided. This percentage was higher than both XYZ and MIS.
Of those surveyed, 33% indicated that A.R.M. represented BIG Pharma in a way that BIG Pharma was perceived as better than other pharmaceutical companies. This percentage was higher than both XYZ and MIS.

Survey #2 findings regarding A.R.M.:

On a scale of 1-5 (1 being low and 5 being high), A.R.M. received a 4.80 overall satisfaction. This was a higher point value compared to XYZ and BIG Pharma MIS.
Of those surveyed, 98% indicated that A.R.M. exceeded or met their expectations. This was a higher percentage than both XYZ and MIS.
Of those surveyed, 88% reported responses from A.R.M. were extremely helpful compared to 75% of BIG Pharma respondents.
A.R.M. scored the highest rating, 84%, for fully answering questions and addressing concern. XYZ scored 81% and MIS scored 77%.
Of those surveyed, 57% said that their opinions of the company were positively affected by A.R.M. BIG Pharma positively influenced 50% of their survey respondents.
Of those surveyed, 39% reported that BIG Pharma was better than other pharmaceutical companies when the services were provided by A.R.M. This was a higher percentage than XYZ (31%) and MIS (25%).
When benchmarking BIG Pharma (including A.R.M. support) to other prominent pharmaceutical companies, BIG Pharma ranked number one in the percentage of callers whose expectations were exceeded and met.

* = Names altered at the request of BIG Pharma