Our Services
Customer Needs Analysis
Customer Needs Analysis
Customer Needs Analysis
Doctors and patients turn to the internet every day with millions of healthcare-related questions, many of which reveal unmet needs that may not yet be visible through traditional research. Our Search Listening methodology analyses large-scale search query data to identify what customers are asking, what concerns are emerging, and where
Doctors and patients turn to the internet every day with millions of healthcare-related questions, many of which reveal unmet needs that may not yet be visible through traditional research. Our Search Listening methodology analyses large-scale search query data to identify what customers are asking, what concerns are emerging, and where information gaps exist. We also assess whether the answers they find are current, evidence-based and locally relevant. The result is a robust, real-world view of customer needs that can guide strategy, messaging, education and digital content planning.
Patient Journey Mapping
Customer Needs Analysis
Customer Needs Analysis
Patient search behaviour provides a powerful window into the lived experience of a condition, from early symptoms through diagnosis, treatment initiation and long-term management. We categorise patient-related queries by stage of the journey to reveal what people are seeking, fearing, misunderstanding or trying to solve at each point. Th
Patient search behaviour provides a powerful window into the lived experience of a condition, from early symptoms through diagnosis, treatment initiation and long-term management. We categorise patient-related queries by stage of the journey to reveal what people are seeking, fearing, misunderstanding or trying to solve at each point. This can help explain delays in diagnosis, identify barriers to treatment adoption, and uncover needs around lifestyle, switching, add-on therapies and ongoing disease management. The result is a practical, evidence-informed map of the patient journey that can support more relevant communication, support programs and engagement strategies.
Treatment Journey Audit
Customer Needs Analysis
Treatment Journey Audit
A treatment journey audit focuses specifically on how a medicine or treatment is understood, researched and experienced by healthcare professionals and patients. For HCPs, we identify the questions, comparisons and information needs that may influence confidence, prescribing and appropriate use. For patients, we examine how people search
A treatment journey audit focuses specifically on how a medicine or treatment is understood, researched and experienced by healthcare professionals and patients. For HCPs, we identify the questions, comparisons and information needs that may influence confidence, prescribing and appropriate use. For patients, we examine how people search around initiation, expectations, side effects, adherence, persistence and long-term treatment experience. This provides valuable insight to support Quality Use of Medicines, improve communication, address information gaps and strengthen treatment-related support.
Digital Share-of-Voice Report
Digital Share-of-Voice Report
Digital Share-of-Voice Report
Our digital share-of-voice report uses proprietary software to identify and rank the websites with greatest influence within a specific healthcare category. By identifying the sources that dominate Google visibility, we help clients understand the digital landscape shaping customer knowledge, beliefs and decisions. This enables more focu
Our digital share-of-voice report uses proprietary software to identify and rank the websites with greatest influence within a specific healthcare category. By identifying the sources that dominate Google visibility, we help clients understand the digital landscape shaping customer knowledge, beliefs and decisions. This enables more focused digital housekeeping, misinformation management and content optimisation, particularly where accurate, current and evidence-based information needs greater prominence. It can also inform targeted advertising, patient support program promotion, HCP education strategy and clinical trial recruitment planning.
Category Sentiment Insights
Digital Share-of-Voice Report
Digital Share-of-Voice Report
Search query data can reveal not only what people want to know, but how they feel as they navigate a condition, treatment or healthcare decision. As traditional search evolves into AI-powered answer engines, these emotional and attitudinal signals are becoming even more important to understand. We analyse search patterns and emerging AI-
Search query data can reveal not only what people want to know, but how they feel as they navigate a condition, treatment or healthcare decision. As traditional search evolves into AI-powered answer engines, these emotional and attitudinal signals are becoming even more important to understand. We analyse search patterns and emerging AI-style prompts to identify concerns, frustrations, hopes, doubts and expectations across the customer journey. These insights help pharmaceutical and healthcare teams better understand their patients to shape more relevant messaging, tone, content and engagement strategies.
AI-Ready Digital Strategy
Digital Share-of-Voice Report
AI-Ready Digital Strategy
AI-ready digital strategy helps healthcare organisations prepare for how their categories, conditions and medicines are represented in AI-powered answer engines. We analyse the sources most likely to inform AI responses, including high-authority third-party websites that may be referenced, summarised or cited in answer engine outputs. Ou
AI-ready digital strategy helps healthcare organisations prepare for how their categories, conditions and medicines are represented in AI-powered answer engines. We analyse the sources most likely to inform AI responses, including high-authority third-party websites that may be referenced, summarised or cited in answer engine outputs. Our digital footprint strategy helps clients strengthen the visibility of accurate, locally relevant and evidence-based information across the digital ecosystem. This enables medical and marketing teams to respond proactively to AI-driven search disruption and build a stronger foundation for future customer engagement.
Comprehensive Search Listening Analysis
Deep and broad view of category dynamics
Our most popular product
Our Comprehensive Search Listening Analysis is our most in-depth and strategically valuable service, designed to give pharmaceutical and healthcare teams a detailed view of the digital information landscape shaping their category.
The analysis is built around four core seed terms, selected in collaboration with the client during the briefing process. These typically include a key symptom, the disease (or diagnosis), the client’s product (brand name or generic name of the medicine), and a relevant competitor. For each seed term, we undertake a deep qualitative analysis of what is happening online to uncover the questions patients, carers and healthcare professionals are asking online, the needs those questions reveal, and the information sources influencing their understanding.
The package also includes our proprietary quantitative analysis for two of selected seed terms, (most commonly the disease/diagnosis and the client’s brand or product name). This is where we measure real-world digital share-of-voice, identify the most influential websites on each topic, confirm where owned sites really sit in the digital landscape from the perspective of your customers, compare areas of opportunity, and provide a clear view of category influences which feeds into content used by AI answer engines.
Upgrade your analysis:
- Additional qualitative or quantitative modules can also be added to extend the analysis across further symptoms, brands, competitors, markets, languages or stakeholder groups.
- We can also add other markets to compare and contrast different countries as well as extract the universal insights relevant to all markets
A typical project takes approximately five weeks to complete and is usually delivered across three presentation phases, followed by a practical summary of key actions for the team. This staged approach allows clients to absorb the findings, explore the implications, and translate the insights into meaningful strategic priorities.
More than a digital analytics report, this analysis provides a comprehensive view of the category through the lens of real-world customer behaviour. It can illuminate patient needs, HCP pain points, treatment journey challenges, competitor influence, information gaps, misinformation risks, digital share-of-voice, and opportunities to strengthen the visibility of accurate, locally relevant and evidence-based content.
Every analysis is shaped by the strategic priorities identified during the briefing process, ensuring that we focus on the insights of highest value to the client. The result is a robust, actionable evidence base that can inform brand strategy, medical education, patient support, content planning, digital footprint optimisation and future communication priorities.
Core Elements
4 topics studied
- All of them qualitatively
- Two of them quantitatively
One price
Five weeks from brief to delivery
Award Winning Analytics
Our customer-centric approach to harvesting health insights from big search data has been recogised with a number of awards
We Serve Clients Around The World
We can focus on one market or compare and contrast insights from multiple markets.
We can explore different languages
Trusted by global teams and local affiliates alike to deliver actionable insights to inform brand strategy and design customer-centric messaging.
