TeleTech Blog

New Research Defines Patient Trust in the Pharmaceutical Industry

Peppers & Rogers Group, TeleTech’s Consulting division, has completed innovative research on the role and impact of patient trust and engagement within the pharmaceutical industry. Their new infographic draws back the curtain on what trust means for pharmaceutical firms in the new healthcare ecosystem. New Research Defines Trust in the Pharmaceutical Industry 
Who trusts pharma? A little more than half of patients trust their primary drug manufacturer, but 33 percent of them neither trust nor distrust the manufacturer of their primary drug. What are the behavioral differences between pharma trusters and distrusters? Trusters are much more likely to be social media brand advocates.
  • There’s a 79 percent difference between trusters and distrusters related to “social interaction” regarding their primary drug
  • There’s a 76 percent difference in the likelihood to advocate on behalf of their primary drug between trusters and distrusters

So, what does all this data mean? It means pharmaceutical companies would be well served to develop strategies and to make invest­ments to deliver improved patient experiences, as well as to improve patients’ perceptions of the good intentions of the company. While most pharmaceutical companies value the importance of patient engagement and develop patient programs aimed at increasing engagement, Peppers & Rogers Group argues that many of these programs don’t address the underlying issues. True patient engage­ment takes into account underlying patient needs, behavior, and value. Successful patient engagement models are founded on a deep understanding of the patient and are based on research results and industry expertise. This means companies need to evaluate their patient pool and look for differences across three dimensions—needs, behavior, and value. Understanding these differences and using that insight to build strong, lasting, and beneficial relationships is the primary objective of patient-centric initiatives.


TeleTech Announces Second Quarter 2017 Financial Results
TeleTech Welcomes Jeff Marcoux as Vice President, Product Marketing

Customer Experience Solutions and Marketing Innovation Expert Bolsters Customer Experience and Service Design Acumen
Read press release


Global Headquarters
9197 South Peoria Street
Englewood, Colorado, U.S.A.

For General Inquiries

Outside of the U.S. please
dial +1.303.397.8100

For more information about TeleTech services and solutions
dial +1.877.206.8119

Outside of U.S. please
dial +1.480.389.1436

CX Innovators, Experts and Entrepreneurs Share Their Stories in The CX Pod
On-Demand Podcast Series Features Conversations on CX Insights, Ideas and Innovations
TeleTech CX Leader to Share Perspectives at CXSF 2017
Jeff Marcoux, CX Innovator and Marketing Professor, Will Outline Five Steps to Delivering Amazing Customer Experiences Using Strategy, Technology, Automation, Analytics and People