#India #Mumbai #NPS #Piramal Pharma #Stakeholder Satisfaction

Piramal Pharma Solutions: A Commitment to Excellence

Piramal Pharma Solutions, a prominent player in the global Contract Development and Manufacturing Organization (CDMO) sector, has recently made headlines with an impressive Net Promoter Score (NPS) of 55 for the fiscal year 2025, which spans from April 2024 to March 2025. This score is notably higher than the typical benchmarks within the industry, showcasing the company's relentless pursuit of operational excellence and client satisfaction.

The NPS is a pivotal metric that gauges customer loyalty by assessing how likely clients are to recommend a product or service. To maintain an accurate and reliable measure of performance, Piramal conducts annual surveys that gather feedback from customers and promoters alike. These assessments are facilitated by the Customer Centricity team and validated by DNV, an independent third-party organization renowned for its roles in assurance and risk management. This validation ensures that the data reflects true customer sentiments and meets rigorous verification standards.

A Deep Dive into Customer Engagement

The insights gathered from these surveys play a crucial role in shaping the company’s strategic approach. They not only inform business decisions but also guide actionable plans that are implemented across the organization. Through a methodical evaluation process, Piramal Pharma Solutions aligns its service delivery with the evolving needs of its clients, fostering enhanced communication and collaboration throughout every touchpoint.

This latest achievement in NPS is a testament to the company's unwavering commitment to Patient, Customer, and Consumer Centricity. Each decision within the organization is influenced by the aim to cater to these stakeholders. This philosophy not only ensures operational effectiveness but also nurtures long-lasting partnerships, thereby strengthening client relationships.

Piramal Pharma Solutions aims for an experience that goes beyond mere satisfaction, striving instead for “customer delight.” By maintaining a robust focus on stakeholder needs, the organization not only meets but consistently exceeds expectations. Peter DeYoung, CEO of Piramal Global Pharma, articulated this vision when he stated, "As we move ahead, the insights gleaned from this year's NPS survey will guide our strategic initiatives, enabling us to further enhance client engagement and operational efficiency."

Commitment to Continuous Improvement

The organization does not rest on its laurels. The NPS data's integrity is maintained through close collaboration with various departments throughout the assurance process. Findings are presented to the Board of Directors, who rigorously evaluate the results before they are included in the annual Sustainability Report—an essential document that underscores the organization's commitment to transparency and accountability.

In the ever-evolving landscape of pharmaceuticals, where client expectations are continuously rising, Piramal Pharma Solutions stands out as a beacon of excellence. It not only aims to meet the challenges posed by competitors but sets higher benchmarks within the industry. This year, the company’s NPS significantly outperformed many adversaries who have reported negative scores, thus reaffirming Piramal’s role as a trusted leader in healthcare solutions.

Setting a New Standard in Pharma

With its globally integrated network across North America, Europe, and Asia, Piramal Pharma Solutions offers a comprehensive range of end-to-end development and manufacturing services. These include drug discovery, pharmaceutical development services, clinical trial supplies, and the commercial supply of Active Pharmaceutical Ingredients (APIs) and finished dosage forms. Moreover, specialized services such as the development of highly potent APIs and antibody-drug conjugates highlight the company's innovative approach.

Piramal Pharma Ltd., the parent company, further amplifies its footprint in over 100 countries with a diverse portfolio of products and services, all geared towards better serving their patients and consumers worldwide. As it moves forward, Piramal Pharma Solutions is dedicated to refining its operational processes and service offerings, ensuring that it remains a relevant and valued partner in the lives of its stakeholders.

In conclusion, the recent NPS achievement signals not just a numerical victory but a meaningful step towards elevating the overall client experience in the pharmaceutical industry. Piramal Pharma Solutions is poised to set new industry standards while abiding by its core principles of stakeholder centricity, transparency, and continuous improvement.