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Physicians in Europe Rate Novartis #1 on Service Delivery, While Merck Earns Top Honors in the US
Date:2/17/2009

his conclusion is borne out when we look at our TRI*M(TM) -- or rep relationship -- scores in the UK, which show that British doctors see less differentiation among companies than physicians in any other market.

"In the US, companies score well on rep attributes -- such as knowledge, expertise and professional conduct -- and the new service elements, such as Web-based services, educational programs and patient support. Although scores are lower for the new services than for traditional rep attributes, they are generally respectable and indicate that US companies have made effort and investment in these important areas. There is, however, still room for continued improvement.

"This need for continued improvement on service activities is even more pressing in Europe, where scores for the new services are particularly low -- below average in most European countries. Clearly, there is significant opportunity for companies in Europe to improve and differentiate their offerings through brand support services they can provide to their customers."

TNS Healthcare results are based on an Internet survey with more than 1,500 general practitioners across the US, UK, France, Germany, Italy and Spain. The survey measured the performance of 17 top companies across ten areas, including rep conduct; rep knowledge and expertise; quality of sales visits; patient management, education and support; physician education and information services; practice and staff support services; Web-based services for physicians; Web-based services for patients; brand experience; and corporate reputation. It also assessed information channel preferences and evaluated the strength of physician/rep relationships for each measured company, using

TNS Healthcare's proprietary TRI*M(TM) Index.

Relationship Scores<
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SOURCE TNS Healthcare
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