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Octagon Research Finds 97 Percent Love in Customer Survey

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October 21, 2010

Octagon Research Finds 97 Percent Love in Customer Survey

By David Sims, TMCnet Contributing Editor


Octagon (News - Alert) Research announced the results of its annual Customer Experience Survey, conducted in the third quarter of 2010, measuring “customer satisfaction, emerging needs, awareness of standards and general practices within the industry,” according to company officials.


Of the study’s respondents, twenty-two percent of respondents represented large pharmaceutical companies, while the remaining seventy eight percent represented small to mid-size enterprises. The majority of respondents were in regulatory positions within their organizations.

The survey found that 97 percent of respondents were satisfied, very satisfied or extremely satisfied overall with products and services from Octagon, 97 percent are likely or highly likely to recommend Octagon to colleagues and 98 percent believe that Octagon cares about their business.

Overall, Octagon officials said, the respondents’ knowledge and awareness of the electronic Common Technical Document submission standard “exceeds awareness of both CDISC (Clinical Data Interchange Standards Consortium) and the emerging RPS (Regulated Product Submission) standards.”

James C. Walker, chairman and CEO of Octagon, said, “Our clients are not shy about telling us what they think. We use the feedback to build stronger relationships and differentiate our offerings, improve internal processes and enrich our customer interactions.”

Clients are concerned about the value they receive for their investment in products or services, the study found, reporting that 49 percent of respondents chose “quality of the product” as the reason for choosing Octagon. It also noted that life sciences business professionals are actively using social networking tools, with 85 percent of respondents using LinkedIn (News - Alert) and 59 percent using Facebook.

Last summer TMC’s Jayashree Adkoli reported that Octagon announced the availability of CheckPoint, a software product that trouble shoots costly clinical data compliance issues.

Earlier, the generation of compliant clinical datasets consumed considerable time. In addition, the validation process was riddled with errors due to human intervention. In an effort to improve these loopholes, Octagon came-up with CheckPoint clinical data validation software that obviates the tedious, manual and labor-intensive process of validating clinical data for CDISC (Clinical Data Interchange Standards Consortium) SDTM (Study Data Tabulation Model) compliance, instead of automating these tasks.


David Sims is a contributing editor for TMCnet. To read more of David’s articles, please visit his columnist page. He also blogs for TMCnet here.

Edited by Jaclyn Allard







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