Patient Support Program NPS Survey
Understand how enrolled patients and caregivers evaluate onboarding, navigate access support, and compare ongoing services, so you can strengthen retention, refine service positioning, and prioritise channel strategy across the patient support journey.
CONTEXT & RELEVANCE
Why run this survey now
Most patient support programs don't lose advocacy purely on service availability. They underperform due to fragmented onboarding, access delays, inconsistent educator contact, unclear benefit communication, and refill friction, none of which show up in enrolment dashboards or complaint logs.
If you are...
- Patient services leadership
- Brand strategy teams
- Medical affairs leaders
- Program operations managers
- Access and reimbursement teams
You're likely facing...
- Strong enrolment but weak sustained advocacy after early support
- Positive interactions conceal unresolved access friction across patient cohorts
- Inconsistent educator follow-up creates uneven program experiences by region
- Limited visibility into recommendation drivers weakens service prioritisation decisions
- High satisfaction with low renewal intent among therapy continuers
This will help answer...
- Core advocacy drivers
- Critical journey friction
- Priority patient segments
- Channel performance gaps
- Service improvement roadmap
RESEARCH THEMES
What This Survey Investigates
Eight interconnected research themes that map the complete patient support journey from enrolment to sustained advocacy.
Enrolment & Onboarding
- Referral and enrolment pathways
- First-contact clarity and speed
Access & Affordability
- Coverage and eligibility barriers
- Financial assistance experience
Education & Confidence
- Treatment knowledge and reassurance
- Educator relevance and credibility
Care Coordination
- Provider and program alignment
- Case ownership and continuity
Adherence Support
- Routine and persistence barriers
- Reminder and follow-up value
Service Channels
- Digital and human touchpoints
- Contact preferences and frequency
Trust & Advocacy
- Recommendation intent and reasons
- Trust, empathy and reliability
Improvement Priorities
- Unmet needs and service gaps
- Future support feature priorities
SAMPLING STRATEGY
Tell us about your ideal sample
Help us understand your target respondent profile. Select what applies, we'll design the optimal sample plan based on your inputs.
METHODOLOGY
Survey approach
For Patient Support Program NPS Survey, we recommend a patient-centred quantitative approach with flexible data-collection modes to balance reach, depth, and verification across enrolled patients and caregivers.
EXECUTION PROCESS
How we execute
A proven 9-step process from scoping to delivery, designed to ensure quality, speed, and actionable insights.
Define the decision frame
Confirm objectives, target cohorts, geographies, and reporting cuts
Define the decision frame
Design the instrument
Build workstream modules mapped to outputs (drivers, friction, pricing, retention, trust)
Design the instrument
Lock the questionnaire
Review wording, sequencing, LOI, and competitive context; approve final version
Lock the questionnaire
Pilot and calibrate
Test comprehension and ease quality; refine quotas and remove friction where needed
Pilot and calibrate
Run fieldwork
Execute collection with active quota management and feasibility controls
Run fieldwork
Assure quality
Dedupe, attention checks, speed/consistency rules, removals with audit trail
Assure quality
Prepare the dataset
Clean data and deliver codebook/variable definitions
Prepare the dataset
Analyse and synthesise
Driver ranking, leakage diagnostics, pricing bands, segment insights
Analyse and synthesise
Deliver and align
Executive deck (optional dashboard) and leadership readout with recommendations
Deliver and align
COMMERCIAL TERMS
Request a Commercial Proposal
Pricing depends on cohort, geography, sample size, approach, LOI, and deliverables. Configure below for an indicative estimate.
Select Sample Size
Geography
Select Mode of Survey
Length of the Interview
$0.00
+ applicable taxes
Cost Breakdown
Note: Estimate is indicative only. Final pricing is subject to scope finalization after discovery call.
REFERENCE CASELETS
Reference
Real-world examples of survey work in the pharmaceutical patient services space.
Patient Education Channel Preference Study Across Therapy Cohorts (India)
OBJECTIVE
WHAT WE DID
DELIVERED
Patient Education Channel Preference Study Across Therapy Cohorts (India)
Affordability Support Need-State Exploration for Chronic Therapy Patients (India)
Patient Education Channel Preference Study Across Therapy Cohorts (India)
OBJECTIVE
A pan-India patient services provider needed to understand how newly diagnosed patients , continuing patients , and caregivers selected education channels, responded to competing support propositions, and differed in willingness to engage across therapy categories.
WHAT WE DID
We ran a structured online survey with 720 respondents, applying quotas by therapy stage, age, and metro tier. The instrument captured channel preference , message relevance , trust, contact tolerance, and switching between digital and human support.
DELIVERED
The study produced a channel preference map , message territories , and cohort-level engagement levers , showing where educator calls, messaging applications, portals, and printed materials best matched patient needs without asserting downstream commercial outcomes.
FREQUENTLY ASKED QUESTIONS
Common Questions
Answers to frequently asked questions about this survey mandate.
What decisions will this survey enable?
Who is the buyer vs who are the respondents?
Can we see differences between new enrollees, long-term participants and discontinued participants?
How will you measure patient advocacy beyond simple ratings?
Will the survey map the full patient support journey and drop-offs?
Can this survey inform product and pricing strategy?
How will findings improve our patient retention strategy?
Still have questions?
Schedule a discovery call to discuss your specific needs and get a custom quote.