This document aims to outline the basic concept of gathering stakeholder feedback and measuring customer satisfaction with special focus on pharmacovigilance (PV) and highlight its importance in the context of quality management. This enables experiences to be shared and good practices disseminated across Member States (MSs), and in addition increases the awareness of PV assessors and any interested parties at National Competent Authorities (NCAs) level on this specific area of quality management.
What does this document cover?
The document covers basic principles, definitions and methods, illustrated with practical examples from the field of Public Administration and particularly PV as collected by an online survey and further follow-up (written and face-to-face) activities with NCAs participating in the SCOPE project.
The target audience is primarily pharmacovigilance staff working at EU NCAs.
Guidance document: 55 page pdf.
Interactive pdf: 22 pages
Stakeholder Feedback and Customer Satisfaction document is available here.
Stakeholder Feedback and Customer Satisfaction: Guidance and good practice examples here.