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

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.

I’d like to receive the Pharma Customer Centricity Index 2023 report

“Get closer than ever to your customers. So close that you tell them what they need well before they realize it themselves.”
Steve Jobs


Feel free to browse through the content of past waves.

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 focus group

Customer centricity challenge

With this podcast, we wish to give you an overview of the takeaways out of PCCI 2020. That’s why we have invited two of our customer centricity experts, Didier Dierckx & Björn Van Loy. They will look at customer centricity in pharma from their field of expertise, being omnichannel customer engagement and innovation/advanced analytics respectively.


Go to podcast

“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
“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