LINK Medical works as a trusted, strategic partner, supporting customers throughout their product development journeys. We are committed to our customer’s success, driven to deliver top-quality outputs and to achieve customer satisfaction.
We recently conducted our annual customer survey – conducted by a reputable, external company – to discover our strengths as well as any weaknesses that we can improve upon. By taking stock of where we are and how we are supporting our customers, we can continue to provide the highest level of product development services across the pharmaceutical and medical device industries.
We spoke with our LINK Medical CEO, Ola Gudmundsen, about the importance of investing in these customer surveys and how they can be used to create a stronger, better offering at LINK Medical in the future.
Can you explain why investing in this customer survey (in both time and resources) is important and useful for LINK Medical?
It’s useful because we can learn a lot from our customers, and this is how we can develop our services into what they truly want us to cover and deliver. So, it’s important to listen to them, to determine how we can develop our overall offering.
How can this survey help you in improving your offering as a CRO?
It’s the small details that can improve the quality of our offerings tremendously, and the kind of questions we are asking about how to develop this partnership are very valuable in planning future offerings. It’s not just about delivering files and/or documents, but we really want to understand and deliver what customers expect. Our delivery process is a team effort, both internally within our broad matrix organization, and also with our customers – so we need feedback to improve it.
The customer survey maps out a customer’s perception of our organization and what we deliver. It also maps out our customers’ expectations, providing us with a helpful insight so we can drive our teams in the right direction.
What is the value to the customer in performing this survey using a 3rd party organization?
The results are more objective, and not influenced by our own perceptions and thoughts. It makes the survey even more valuable for our teams as well as for the customer. It also provides a higher level of trust between us and our customers as they can be confident that the survey is anonymous.
We have done this survey so we can learn what our customers think about our services. It’s their opinions that are important and will help drive the future of our offerings at LINK Medical.
What did you find most interesting when you saw the results of the survey?
The survey showed that the top 3 most valued factors for our customers are “quality,” “service-minded” and “proactive communication.”
This means that our customers are not only focused on the price of our services. Instead, we learned that they have a clear perception and expectation for what they want and therefore are driven by the quality of our services. This was a significant find for us because we are developing a complex service and need to know what customers are most looking for as this will help to further establish our competitive edge.
Pharmaceuticals and medical devices are highly regulated by authorities and so data has to be scrutinized intensely to find any weak points. At the end of the day, it’s all about patient safety and the risk associated with getting these products out on the market. Thus, it makes sense that quality was ranked as the most important factor.
And a nice surprise in the survey showed that over 95% of our customers would recommend our services to others. This shows us that our services are of benefit to our customers and recommendations through “word of mouth” are important in this business.
Why is it important for customers to know that LINK Medical does these customer surveys?
It’s important for our customers to know that we are committed to learn to improve our services and our delivery. We want to make sure that all parties know that every single customer is important to us and we are continually striving to deliver the highest quality outputs possible within the scope of the services expected.
At LINK Medical we take pride in our work and delivery. We invest a lot of time into working right and are constantly looking to improve ourselves and develop our services even further to support the needs of our customers.
We thank all of our customers for participating in this annual survey and we are looking forward to building on our strengths, improve our weaknesses, and continuing to act as your trusted strategic partner.