Piramal Pharma Solutions Achieves Remarkable Net Promoter Score Reflecting Operational Excellence

Piramal Pharma Solutions Shows Commitment with Exceptional NPS

Piramal Pharma Solutions, a leading global Contract Development and Manufacturing Organization (CDMO), has achieved a notable Net Promoter Score (NPS) of 55 for the fiscal year 2025 (April 2024–March 2025). This score is significantly higher than the industry average, highlighting the company’s focus on stakeholder centricity and operational excellence.

The validation of this NPS score was carried out by DNV, a third-party provider known for its expertise in risk management. The NPS serves as a widely accepted metric for measuring customer loyalty, reflecting how likely customers are to recommend a product or service. Piramal Pharma Solutions conducts annual surveys to assess its performance and ensure it meets the evolving needs of its clientele. The Customer Centricity Team spearheads these surveys, ensuring accurate and reliable results.

Findings from these surveys provide valuable insights that inform business strategies and actionable plans for the upcoming year. These strategies are meticulously developed and implemented across the organization, aiming to enhance service delivery and foster customer engagement at all operational levels.

In 2025, Piramal's NPS far exceeded the negative ratings recorded by many competing CDMOs, further cementing its status as a trusted market leader. This achievement can be attributed to the unwavering commitment of Piramal Pharma Solutions to prioritize the needs of patients, clients, and consumers throughout its extensive global network. By placing stakeholders at the forefront of all decisions, the company ensures that its operational goals align with their expectations, enabling improved communication and collaboration at every stage. This internal alignment not only helps in building long-term partnerships but also deepens customer relationships.

Piramal Pharma Solutions aspires not just for customer satisfaction but also for customer delight. By centering its business practices around stakeholder needs, the company seeks to not only meet but exceed customer expectations. According to Peter DeYoung, CEO of Piramal Global Pharma, “The insights derived from this year’s NPS survey will aid our strategic initiatives to further improve customer loyalty and operational efficiency. We will continue to strive for continuous improvement, refine our service offerings, and optimize our processes to ensure that we provide maximum value to customers, consumers, and patients globally.”

To ensure the integrity of the NPS data, the Customer Centricity Team collaborates with various departments throughout the external quality assurance process. They oversee the data collection and present the findings to the board, which reviews the information for inclusion in the annual sustainability report certified by DNV. This structured approach demonstrates Piramal Pharma Solutions’ commitment to transparency and accountability across all performance metrics.

About Piramal Pharma Solutions

Piramal Pharma Solutions offers end-to-end development and manufacturing solutions for the entire lifecycle of pharmaceutical products. With a globally integrated network of facilities in North America, Europe, and Asia, the company provides a comprehensive range of services, including drug research solutions, process development, clinical study support, commercial supply of APIs, and finished dosage forms. Specialized services also include the development and manufacturing of potent APIs, antibody-drug conjugates, sterile fill-finish services, and effective oral solid drugs. Furthermore, Piramal provides development and manufacturing services for biologics, including vaccines, gene therapies, and monoclonal antibodies, facilitated by Piramal Pharma Ltd's investment in Yapan Bio Private Limited.

Explore more about Piramal Pharma Solutions and stay updated on their advancements through their official channels on LinkedIn and Facebook.

About Piramal Pharma Limited

Piramal Pharma Limited (PPL) is committed to delivering a differentiated portfolio of products and services through its 17 global development and manufacturing sites. Its extensive distribution network spans over 100 countries. PPL encompasses Piramal Pharma Solutions (PPS), Piramal Critical Care (PCC), and Piramal Consumer Healthcare,
providing healthcare solutions and consumer wellness products. Additionally, one of PPL's allied companies, AbbVie Therapeutics India Private Limited, has evolved into a market leader in ophthalmological therapies in the Indian pharmaceutical sector. PPL also holds a strategic minority stake in Yapan Bio Private Limited, focusing on biologics and vaccine technology.

For more information, visit Piramal Pharma or follow them on LinkedIn.