BENCHMARKING CUSTOMER SATISFACTION FOR INSULIN BRANDS IN TERMS OF SERVICE LEVELS AND RESPONSE TIME USING MACHINE LEARNING ALGORITHMS

Understanding what the customer wants, catering to customer needs is crucial for any business and more so when they are into healthcare because the customer is heavily dependent on the product both physically and emotionally. So, in the above context, this paper tries to understand and benchmark customer satisfaction for insulin brands in the Indian market in terms of service levels and response time. Unsupervised Machine Learning Algorithm, Principal Component Analysis, is used. Variables were gathered by conducting online focus group discussions with doctors as well as patients. Data were collected through e- questionnaire. On analysis, three major components were identified. Most important one being the Interaction factor, next in order of importance is Personal touch factor, followed by swiftness factor.