Understand Perceptions of Your Hub Program
Case Study:
Enhancing User Perceptions of a Hub Program
This case study highlights how a pharmaceutical company revitalized its hub program to address customer dissatisfaction and improve overall service satisfaction for patients and providers.
Key takeaways include:
- Challenge: Address negative feedback regarding the hub program, including confusing processes, unclear eligibility criteria, and communication challenges.
- Approach: Conducted telephone interviews with patients and providers to assess perceptions and identify opportunities for improvement. Enhanced the program with updated services, a customer portal, and redefined team roles.
- Outcome: Satisfaction levels increased significantly, justifying expanded staffing models, ongoing training, and providing a baseline for future assessments.
Download the case study to explore how a customer-centric approach can transform hub program performance and user satisfaction.
