Chemical Manufacturing
BASF
Largest and World-Renowned Chemical Producer
Problem
39% of patients who rated their provider 9/10 still switched within a year.
Sources
Social Listening, Sentiment Analysis, targeted mobile surveys
The Insight
The problem wasn’t attribute scores, it was empathy.
The Fix
Patient measures were converted to scores on empathetic qualities.
Result
The 39% switching figure was reduced to 18% in two years.
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