Accelerate Case Studies

Friday, 07 September 2018 12:09

Customer satisfaction and ISO 9001

Published in Market Research

For companies to survive in the long term, they need to sell products and services that customers want.

Technological improvements mean that companies run the risk of quickly being left behind if they don’t engage with their customers to truly understand their wants and needs.

Many of our customer satisfaction survey clients are companies that are ISO9001 registered – or aiming to achieve ISO registration.

Among the benefits of being ISO 9001 certified, The International Organisation for Standardization (ISO) comments that the 2015 version of the Quality Management System “ensures that by putting customers first, organizations can make sure they consistently meet customer needs and enhance customer satisfaction. This can lead to more repeat custom, new clients and increased business for the organization.”

In addition, ISO states that ISO 9001 registered organizations will be better equipped to expand into new markets, as some sectors and clients require ISO 9001 before doing business.

Customer Satisfaction Surveying is a vital tool in the ISO 9001 process. From small scale UK-only surveys to international customer satisfaction survey projects, Accelerate’s customer satisfaction survey services provide medtech and lifescience companies with a rich opportunity to learn from, and listen to, what their customers have to say; ensuring that they stay ahead of the competition.

Central to ISO 9001 is demonstrating that the customer voice has been heard. From continual feedback systems to bi-annual customer surveys, measurement of performance against critical KPIs can help measure and demonstrate when defined action and strategies have been implemented in response to customer requests; and whether that response has resulted in improved customer satisfaction.

Read on here to learn more about customer satisfaction surveys by Accelerate Associates.

Thursday, 26 July 2018 13:43

Trends in E-Learning

Published in Blog

There are many ways in which people learn and how they are taught. Of increasing popularity is the use of e-learning.

Here at Accelerate we regularly participate in live online tutorials from various marketing and training portals to support our CPD. We have also engaged with online teaching packages which are modular and can be completed at our convenience. The latest was a ‘GDPR for the Marketer’ course offered by the Chartered Institute of Marketing; a three hour training package to ensure marketing strategy and campaigns are compliant with the GDPR.

The market research undertaken here at Accelerate has also highlighted opportunities for e-learning. Some of our University clients offer courses which lend themselves to this manner of teaching. The advantage is that participants, who may be in full time occupations and cannot spare a full day in the classroom, are able to undertake useful learning programs at their leisure.

It also allows potential participants, who may be remote from the University or teaching establishment, the opportunity to engage with the very best and latest guidance on certain topics and subjects.

The research Accelerate Associates has conducted suggests that many healthcare practitioners and academics within the scientific community welcome this style of studying and many engage with different courses on a regular basis.

While nothing will replace the benefits of the teacher, the classroom and the possibilities for interaction that this provides, variety, as with all things, really is the spice of life!

Published in Blog

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If you use food supplements such as vitamins, minerals, herbal remedies or sports nutrition products and are interested in getting your views and opinions heard, then please take part in our Food Supplements Survey.

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Tuesday, 10 April 2018 08:42

Using video to tell your story

Published in Marketing

An ideal storytelling tool, videos are recognised widely as the platform to use to engage with key audiences.

Communication is changing

We are now seeing a generational shift in how we interact with computers and phone screens. Communication is increasingly becoming more visual, using animated avatars, images, live-streaming and social media platforms like Instagram and Snapchat.

Starting the conversation

Video combines the use of visuals, music and words to help develop stronger relationships between brands and their audience. They can also perform a wide variety of functions from being educational through to inspirational. Perfect for digital campaigns, videos can be cut for use on Instagram or snapchat; they can be a one-off piece or part of a series of short videos that forms the basis of a conversation with your audience.

Where to use video

Videos work well pretty much anywhere - whether embedded on your website, featured in your blog, shared in emails, or hosted on YouTube. Better still, they do not have to be big budget productions either. Good quality, simple customer testimonials can convey a powerful message. In the medical technology market, patient stories can be emotive.

Supporting the sales process

For companies looking to re-position themselves in a new market segment, a slick video can help open up interest from new markets. Educational videos that explain solutions to customer problems can generate interest whereas clear demonstration videos can be used to identify stronger prospects. Testimonials and customer stories help to close the deal.

The key thing to remember is to treat video exactly the same as you would if devising a marketing campaign; research and understand your audience, define the story you want to tell and try to produce something that does not overtly come across as "marketing".

Published in News

Accelerate Associates has recently completed a market assessment of patient information management in the digital age. 

Unlike tech companies that start off from a position of digital strength, the healthcare market needs to capitalise on the digital opportunities that are opening up to the market. Providing benefits such as scale, speed and reach, Accelerate Associates has recently conducted a market assessment survey for developer Health2Works Ltd; a company specialising in producing web and mobile applications that help NHS and local government organisations support patients and clients.

The research explored the current market for patient information leaflets and literature; exploring the authoring process, management of information, care pathways and where and when patient information is needed. This was all put into the context of shifting trends in acute care pathways and understanding the information needs of patients and their clinicians.

Depth interviews were conducted with clinical and management level respondents with the main focus directed towards Patient Information Officers. Other relevant clinicians and health management professionals were also identified and interviewed during the course of the research if they influenced or had direct control over patient information within a Trust.  

Steve Pashley, Managing Director at Health2Works Ltd comments, “The research that Accelerate Associates undertook for Health2Works has been invaluable; a fantastic project enabling us to understand the potential value of digitalizing patient information and identifying the best routes into individual Trusts. One unforeseen benefit of the research is that some NHS Trusts expressed an interest in our digital patient information platform solution during the course of the research. These sales leads are most definitely an added bonus!”

Organisations from all markets are now using digital platforms to enable transformation. Supporting new models of how to do business, communicate and sell, platform systems have the potential to create real value in the health sector and wider digital economy. 

"This was an exciting project to work on and that the patient information platform being developed by Health2Works is both relevant and timely in terms of providing a digital alternative to printed patient information” explains Katherine Bourne, Director at Accelerate Associates. “As acute care pathways are increasingly day-case focused, the need for good quality and timely patient information is crucial to achieving the best possible outcomes for patients.”

Accelerate Associates is a business-to-business marketing consultancy whose knowledge, experience and strategic insight help deliver expert public relations and specialist market research services to the medical, technology, bioscience and laboratory industries.

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Founded in 2007, Accelerate Associates is a specialist business-to-business marketing agency providing marketing and market research for science and medical technologies... More...

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