Insights & analytics for brand, product validation and customer experience in healthcare

We help global medical technology companies and healthcare providers proactively address customer needs. Our team of dedicated professionals is experienced in the dynamics of the healthcare market and will help you answer even the most complex questions about product strategy, competitive benchmarking, and customer experience.

We are a trusted supplier of market insights and analytics services
to 5 of the 10 largest medical equipment companies and we offer:

Holistic Customer Experience Programs
that study your customers
and environment in-depth

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Voice of the Customer Solutions that help you make data-driven decisions about brands, marketing and new product or solutions

Learn More

Customer experience in healthcare: holistic programs that
study your customers and environment in depth

The customers of your competitors

We build Competitive CX programs that benchmark your strengths and weaknesses against your biggest competitors and track developments continuously.

The underlying causes

Our Root Cause Analysis gives you a better understanding of “the why behind the why” and helps you address the core reasons of customer (dis)satisfaction.

The voice of silent customers

Predictive NPS model assigns an accurate satisfaction score to non-responsive customers enabling you to treat more customers proactively.

How Roche Diagnostics uses predictive analytics to understand the voice of silent customers and drive targeted improvements

Roche Diagnostics partnered with GemSeek to leverage Predictive NPS and Root Cause Analysis, increasing visibility into customer experiences, identifying satisfaction drivers, and prioritizing improvements, leading to more effective communication and case resolution while enhancing customer loyalty and retention.

Revamping Competitive NPS: Accelerating Insights for a MedTech Leader

Our client, a leading company in medical device and health IT, aimed to improve their global competitive Net Promoter Score (NPS) program and healthcare portfolio it covers. The existing program faced challenges in accessing the target audience and took longer than anticipated, making annual changes difficult to track consistently. Our new setup allowed the client to increase access to first-hand market insights from current potential and competitive customers by over 50%

What our clients say

We’ve been able to highlight where issues are and what the customers really think about sites and build action plans based on these issues. Then we track the impact these changes have had on the business at a national, regional and local level.

Tom Mayor

I just wanted to share that I am glad to be working with you and GemSeek at long last. GemSeek is a real partner for Philips so it is really important for us to think bigger picture with you.

Lorna Dewhirst,Sr. Manager Insights & Analytics, Brand & Experience, Philips

Gemseek has been a wonderful insights partner for us over the past few years. What started as a small research engagement has rapidly grown into a large and deeper partnership within a short period and this is testimony to the way you have gained our trust through the amazing work that you do. We value your expertise as well as the professionalism you bring into the research process that makes working with you an absolute pleasure. Well done and look forward to continued engagement!

Ashwin Muralidhar,Senior Customer Analytics & Experience Leader

GemSeek supported us professionally through the entire research process, providing a clear research plan, timely execution, and tailored reporting. We now have a clear understanding of the audience preferred Suite of Solutions and key pain points, allowing us to better allocate future investments and deliver on our promise to the customer.

Philip Burt,Marketing Insights & Analytics Director

So far, they absolutely loved the report for the clarity of the information and the intuitive lay out! Excellent Job! To all the Team!

Thank you so much for being flexible and, as always, surpassing all expectations of our stakeholders. You have really set the bar very high for our other MI vendors!

GemSeek have proven to be an exceptional partner to us as a business. They are not only very available and ready to help with whichever question or request we have, but they are willing to do any extra analysis necessary to satisfy our needs where and when required, always quick and well done. This relationship has been very fruitful and has enabled us to draw on the strategy for our brand in 2022, something we could not have done without GemSeek.

The Unrealised potential of customer insights in MedTech

Dive into this article to learn how focusing on simplicity, observational data, and the right balance between customers and non-customers can make all the difference in gaining a competitive edge.

Voice of the Customer for healthcare companies

Leaders in the medical equipment industry are set apart by their structured and consistent strategies to capture the Voice of the Customer. Every year we run hundreds of insights projects to support companies in MedTech, Life Science and Laboratory domain make data-driven decisions about brands, marketing and new product or solutions. We can help you understand:

Perceptions of your brand

Holistic brand research programs that capture brand performance and purchase funnel, brand value, preferred channels and message to improve your general brand building efforts, competitive position, names and event evaluations.

The right solutions

Remove risk of failure regarding new product or solutions launches by exploring in-depth market needs, optimal features and pricing of products and services.

Successful positioning

Test potential value proposition and messaging ideas and identify areas of differentiation to create effective marketing and communications strategies

Competitive Brand Perception & Market Pulse for a Global Health IT Leader

We helped a client understand their competitive brand perception using Market Pulse. By analyzing customer feedback and industry trends, they provided insights on the strengths and weaknesses of the client's brand and its competitors, allowing the client to make informed decisions to improve their market position.

Strenghtening Presence of a MedTech Leader through Concept Testing in the Home Respiratory Services Domain

We conducted a concept test for a client in the home respiratory care services market. By analyzing customer feedback and industry trends, we provided insights on the most effective service concepts and pricing strategies, allowing the client to make data-driven decisions to improve their service's success in the market.

Product concept, price & GTM test

We conducted concept testing for a client's product, including product concept, pricing, and go-to-market strategy. By analyzing customer feedback and market trends, they provided insights on the most effective product concepts, pricing strategies, and go-to-market plans, allowing the client to make data-driven decisions to improve their product's success in the market.

What our clients say

Gemseek has been a valuable research & insights partner to us over the past several years. Besides the high-quality and insightful pieces they produce, I appreciate their ability to understand our requirements, proactive communication, flexibility and a partner-based approach.

Parth Tripathi,Value Propositions & Insights Leader

Thank you very much for sharing the report. In the meantime, please pass my most sincere compliments to the team for turning it round so quickly and efficiently.

Daniel Krylov,Senior Manager Brand Analytics, Philips

For our customer-focused marketing approach it’s crucial to have an in-depth and fact-based understanding of our targeted audience & personas. As such, we conducted research with GemSeek to get a more in-depth understanding of our customers’ challenges, topics of interest and media behavior. With a clear research plan, swift execution, and structured report-out, GemSeek supported us in a professional and timely matter. We gained great insights and sharpened our messaging and campaign plan.

Bart Baselmans,Portfolio Marketing Leader, Philips Healthcare

GemSeek did an excellent job in the recent engagement to pull together the insights which were well received by the stakeholders. In spite of project- and market-specific challenges, GemSeek were flexible in their approaches and got us the best insights possible.

Anand Viswanathan,Value Proposition & Insights Leader

GemSeek have proven to be an exceptional partner to us as a business. They are not only very available and ready to help with whichever question or request we have, but they are willing to do any extra analysis necessary to satisfy our needs where and when required, always quick and well done. This relationship has been very fruitful for OMRON and has enabled us to draw on the strategy for our brand in 2022, something we could not have done without GemSeek.

Eduardo Manso Del Valle,Consumer and Market Insights Manager, OMRON

Customer experience

– Text analytics
– CX – Financial analytics
– Next Best Action

Product & marketing

– Event evaluation
– Text analytics
– Name tests

Brand research

– Marketing mix and channel optimisation
– Onsite event evaluation

Customer analytics

– Upsell and Cross-sell modelling
– Churn modelling

Analytics & Insights

Customer Experience

Product & Brand Experience

Products

CUSTOMER EXPERIENCE

Product & Brand Experience

INTEGRATED EXPERIENCE INTELLIGENCE

How Roche Diagnostics uses predictive analytics to understand the voice of silent customers and drive targeted improvements

Winning the Race in Healthcare

GemSeek is now part of Accenture Song

Insights & analytics for brand, product validation and customer experience in healthcare

We are a trusted supplier of market insights and analytics services
to 5 of the 10 largest medical equipment companies and we offer:

Holistic Customer Experience Programs
that study your customers
and environment in-depth

Voice of the Customer Solutions that help you make data-driven decisions about brands, marketing and new product or solutions