top of page
A pharma manufacturer
On-site CSAT
Email thread length
On-site CSAT rose 20% and email thread length dropped from 15 to 5, moving teams to a unified business-ready standard and strengthening client confidence.
The result
A metrics-led Business and Email Communication programme tailored to CDMO operations introduced BLUF, GRACE and 6S writing frameworks for technical updates, deviation reports and customer requests.
The approach
Specification mismatches, unclear instructions and long email loops slowed project execution across sites, with mixed proficiency causing inconsistent tone and avoidable back-and-forth.
The challenge
15 -> 5
+20%
Customer Experience & Service Excellence
Pharma
On-site CSAT up 20% as email loops fall from 15 to 5 across CDMO operations
bottom of page