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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

rganized sales forces during 2008, which could have a direct effect on rep interactions, particularly if changes don't go smoothly. Disruptions in relationships, new faces and weakened morale all may be hurting the quality physicians believe they are getting from their reps."

The US is not the only country where companies are seeing relationship scores fall. For instance, nine of the 17 companies measured in Germany watched their scores tumble. Though the UK's TRI*M(TM) score overall remains fairly low, individual companies are seeing mixed results. GlaxoSmithKline and Novartis, which were in first and second place last year, are experiencing significant declines and have dropped out of the lead. In contrast, Boehringer Ingelheim, Bristol-Myers Squibb, Merck and Pfizer are seeing substantial improvements in their physician relationship building scores. For BI, this improvement put it among the lead UK companies this year.

While Novartis's relationship score has weakened in some other markets, it has soared in Spain to 94 -- the highest TRI*M(TM) score achieved by any company in any country. Pfizer places a close second in the Spanish market. The significant TRI*M(TM) score improvement across companies in Spain set it apart from other countries this year and reflects a strong relationship between the industry and physicians in that country.

Physicians Value New Service Elements

While sales force attributes continue to be most valued by physicians -- with sales rep conduct the most valued attribute across all six countries combined -- the new service experiences are becoming increasingl
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SOURCE TNS Healthcare
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