Result customer survey 2009
In January 2009, AGES PharmMed conducted the second customer survey since its foundation in 2006. As in the previous survey, marketing authorization holders of proprietary medicinal products were addressed. In contrast to the first survey, the survey was conducted online. 262 companies were surveyed, the response rate was 19.5 percent (2006: eleven percent), of which the majority (71 percent) were from companies based in Austria.
It is gratifying to note that AGES PharmMed's services were rated as "very good" or "acceptable" for most of the questions. However, in terms of trend, the assessment was a touch worse than in the last survey in 2006. The assessment of the individual performance indicators for the various core processes of AGES PharmMed varied considerably; the detailed results will be published on our website www.basg.at soon.
As an indicator of overall performance, we used the questions on AGES PharmMed's RMS and rapporteur activities. Here, a slight increase in approval can be seen, which we can also track from our current orders: Austria ranked sixth as RMS in the newly launched MRP and DCP procedures in 2008.
For our IT project launched in 2008, it is interesting to note that already 72 percent (2006: 66 percent) of our customers stated that they were capable of fully electronic processing of all applications and notifications.
Compared with 2006, respondents criticized our Internet presence in the categories "structure and clarity" and "user-friendliness and access". We hope that the shortcomings will be remedied with the relaunch of the website planned for mid-April.
The AGES PharmMed information offering, including our newsletter uptodate, was rated largely positively.
