At Cadence Communications & Research, we’re proud to serve the Pharmaceutical and Biotechnology industry after 15 years in business. During this time, we’ve gained valuable experience and insights, allowing us to improve and excel in our Market Research and Medical Communications services. We’re thrilled to leverage this knowledge with this blog series: 15 Lessons We’ve Learned at Cadence.
At Cadence, we believe in the power of feedback. In the complex and ever-evolving medical communications and research landscape, staying attuned to our clients’ needs and experiences is crucial. Gathering and analyzing feedback is not just about identifying areas for improvement; it’s about fostering a culture of excellence and partnership. Here’s how we, and other vendor companies, can leverage client feedback to enhance our services:
- Establish Open Channels of Communication
Creating an environment where feedback is encouraged and valued is the first step. This means establishing multiple open communication channels, from regular check-ins and surveys to feedback forms and open forums. Ensuring clients feel heard and understood strengthens the relationship and provides invaluable insights. - Implement a Systematic Approach to Analysis
Collecting feedback is only the beginning. The key to truly benefiting from this information lies in systematic analysis. By categorizing feedback into actionable insights, we can identify patterns, track progress over time, and make informed decisions about where to focus our improvement efforts. - Foster a Responsive and Adaptive Culture
Feedback should be met with action. This requires a culture that is responsive to client needs and adaptive and willing to implement changes based on what we learn. It’s about demonstrating to our clients that their input directly influences how we evolve our services.
A long-standing Cadence client recently relied on our medical writing services for their clinical trial documentation. While generally satisfied with the quality of our work, feedback from the client highlighted a need for more streamlined communication and faster turnaround times on revisions. Taking this feedback to heart, Cadence initiated a comprehensive review of our medical writing processes. This led to implementing a new project management tool specifically designed for medical writing projects, allowing for real-time updates and more efficient communication between the Cadence team and our client. Additionally, we introduced a structured feedback loop at specific milestones throughout the writing process, enabling our client to provide input more frequently and ensuring their needs were met more precisely. The outcome was that our client reported a significant improvement in both the efficiency of the revision process and their overall satisfaction with our medical writing services.
At Cadence, gathering and analyzing client feedback is integral to our commitment to excellence. It informs our strategies, shapes our services, and, most importantly, ensures we are truly partnering with our clients to support their success. By embracing feedback, we improve our services and reinforce the trust and collaboration that are the hallmarks of the Cadence Way.
