A score tells you where you stand. Not why.
What separates a Promoter from a Passive — and a Passive from a Detractor — is the intelligence your NPS number quietly hides. This is where it lives.
The real insight isn’t the number. It’s what moves someone across the line.
Two firms can post the same score for opposite reasons. We decompose the score into the drivers, dimensions, and decisions that actually shape it — so the finding points to an action, not just a rank.
One score. Zero direction. We change that.
We map the CX journey the way this industry actually experiences it — then prioritise scientifically, so you know exactly where to act.
Attributes are tailored to the business, the customer tier, and the value-chain stage — Discovery, Development, Biologics and Manufacturing each warrant their own lens.
Every attribute matters — but statistical analysis isolates the 3 that move your NPS most, so effort lands where it changes the score.
The variation is the insight.
One number averages away the very thing you need to act on. We read the score across every lens that matters to your business.
Nature of Business
Discovery, Development, Biologics and Manufacturing behave like different businesses — and score like them too.
Region
Where your customers sit reshapes what they weight, expect, and forgive.
Customer Type
Large pharma, small pharma, biotech and agri each bring a distinct definition of “good.”
Further lenses — engagement model (FTE vs. FFS), stakeholder level (decision-maker vs. operational) and relationship tenure — are evaluated as part of the broader analysis, turning a single score into a targeted action.
What clients actually weight — the full picture.
Ranked by the share of importance clients place on each driver. Timeliness leads; commercials rank last.
Knowing what’s expected is only half the story — the leverage is in how the industry actually performs against it.
Where the field is even — and where it’s wide open.
Strengths are table stakes. Gaps are opportunity. High-variance attributes are unclaimed ground.
- Account / relationship management
- Ease of working / agility
- Quality of service delivered
- Scientific expertise
Hard to out-differentiate here — everyone is good. Parity, not advantage.
- Documentation quality
- Adherence to committed timelines
- Proactive risk ID & root-cause analysis
- Innovation / showcasing new technology
Industry-wide weak spots — the clearest room to capitalise and pull ahead.
- Communication frequency & effectiveness
- Project management / governance
- Consistency across service lines
- Operational vs. decision-maker responsiveness
No standard has been set. This is where you build your proposition.
What gets you hired isn’t what gets you promoted.
The proposal wins the work. Execution wins the relationship — and the strategic seat.
How you win the business
How you become strategic
Only a third ever reach strategic status. Where do you fit?
“Best-in-class” isn’t one name. It’s a map.
Share of unique firms named best-in-class by clients — 117 distinct companies, spread across three continents.
India now leads the field on perceived best-in-class capability — the clearest signal yet of the APAC capability shift.
Six shifts already showing up in the conversation.
Not forecasts. These are the themes surfacing in client conversations today.
Clients increasingly want one accountable partner across research, development and manufacturing — not three.
Biologics, ADCs and advanced-therapy programs appear more often — and bring sharper technical scrutiny.
AI and predictive tooling are now a standard capability check — no longer the differentiator they were.
The question has moved from “what will this cost” to “what capability have you actually built here.”
Cloud documentation, real-time dashboards and live project tracking — not just deliverables at the end.
Seamless coordination across R&D, manufacturing and quality — clients notice the handoffs.
These aren’t predictions. They’re what’s already surfacing in the conversations happening right now.
You know where you stand. The advantage is knowing why.
The score is the headline. The drivers, the dimensions, and the reasons a client crosses from Passive to Promoter are the strategy. That’s the conversation worth having.
Understand what’s driving your NPS →This document has been prepared by Feedback Insights. Confidential — intended solely for the named recipient. Not to be copied, forwarded, or distributed without written consent.
