Case Study: Merrimack Pharmaceuticals achieves real-time oncologist feedback to improve physician customer experience with Customerville

Merrimack Pharmaceuticals - Customer Case Study

Merrimack’s MerrimackListens program set out to capture live, timely feedback from oncologists and other medical professionals as their interactions with Merrimack’s field team evolved, with an emphasis on accuracy, clarity and credibility. The challenge was to collect honest, actionable input at the right moments in the customer journey without feeling intrusive.

Customerville designed a moment-based survey that blends hero statements and photos and automatically desaturates images when responses are poor to mirror empathetic, face-to-face cues. The approach delivered the intended insight—participants rated the program as a very high level of knowledge and a highly professional, valuable resource—confirming the initiative achieved its vision.

Merrimack Pharmaceuticals