Pharma Customer Centricity Index 2023


Creating impact through customer centricity

Supporting pharma companies to develop impactful strategies for market leadership with the customer at the center, has been our passion at Trilations for more than 20 years.

With the 4th annual “Pharma Customer Centricity Index” (PCCI) survey, we want to provide pharma companies with an objective view on their ‘Customer Centricity’ performance and what is driving this.

Therefore, we collected insights on both physician & patient centricity, but also on customer relationship & (omnichannel) interaction, scientific leadership, and much more.

Pharma Customer Centricity Index 2023 scope

  • Countries: EU5, USA, Brazil, Japan, China, Australia

  • Treatment areas: Oncology, Haematology, Dermatology, Rheumatology, Cardiology, Neurology

  • Respondents: 1.729 spezialized physicians

You can consult your Pharma Customer Centricity Index scores and those of competing pharma companies in our report below.

If you are interested in more detailed results, want to find out what is driving this and how to improve, please reach out to us.

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Previous content

Feel free to browse through the content of past waves.

Pharma Customer Centricity Index 2022 Introduction Video

Discover the scope and results of the previous wave of our PCCI through this introductory video.

Patient Centricity Focus Group

To truly understand what customer centricity means for the most important stakeholders, the patients, we sat down and listened to them in a US focus group.

Four patient advocates and three leading specialists shared their view with us regarding patient centricity and what this means in their daily lives. What is their definition of being customer-centric within pharma, what are the best practices and unmet needs, etc.

Go to recordings

Trilations is possibly one of the best companies to combine Marketing Research and Consulting, with a well balanced Bottom-Up and Top-Down approach. where we can make business impact with fact-based decisions.

Korkut Bilgin

General Manager Japan & Asia Pacific

We are committed to serving the North American and LATAM markets from our new US office. Our unique expertise in fact-based HCP insights, applied in various frameworks across the entire pharma and medical device life cycle, help your brand and company succeed!

Bradley Tritle

General Manager Americas

Our offices & regions

Great strategies are based on the right decisions. Trilations works closely with your internal leadership teams and provides you with business insights to ensure you take the right decisions.

Trilations Belgium
Antwerp HQ
Trilations USA
New York
Trilations Japan