GITNUXREPORT 2025

Customer Experience In The Life Science Industry Statistics

Life science firms leverage digital tools to enhance customer experience and loyalty.

Jannik Linder

Co-Founder of Gitnux, specialized in content and tech since 2016.

First published: April 29, 2025

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Statistic 1

78% of life science companies believe that customer experience is a competitive differentiator

Statistic 2

65% of life science organizations plan to increase their investment in customer experience technology in the next two years

Statistic 3

82% of healthcare providers cite improving patient experience as a top priority

Statistic 4

90% of life science companies with high customer experience scores see increased customer loyalty

Statistic 5

56% of life science consumers are likely to switch providers if their experience is poor

Statistic 6

70% of patients prefer digital channels for communication with pharmaceutical companies

Statistic 7

73% of pharma companies are investing in personalized customer experiences to boost engagement

Statistic 8

65% of life science organizations report that improving customer experience has led to increased revenue

Statistic 9

60% of pharma customers prefer to receive information via online portals rather than traditional channels

Statistic 10

88% of healthcare providers consider customer experience as a crucial factor in patient retention

Statistic 11

50% of life science companies lack a unified customer experience strategy

Statistic 12

85% of patients are willing to share personal health data if it improves their healthcare experience

Statistic 13

72% of life science companies believe digital transformation enhances customer satisfaction

Statistic 14

69% of pharmaceutical customers access information via mobile devices

Statistic 15

77% of patients say that the quality of their experience influences their choice of healthcare provider or pharmaceutical partner

Statistic 16

59% of life science companies report challenges in tracking customer interactions across multiple channels

Statistic 17

80% of pharma companies aim to enhance customer engagement through AI-powered solutions

Statistic 18

65% of healthcare decision-makers prefer instant messaging for communication with life science companies

Statistic 19

41% of life science organizations are planning to implement chatbots to improve customer service

Statistic 20

84% of pharmaceutical companies believe that improved customer experience will drive brand loyalty

Statistic 21

70% of patients want transparent information about their medications, side effects, and interactions

Statistic 22

45% of life science marketers rate customer experience as their top digital initiative

Statistic 23

68% of healthcare providers have increased use of telehealth to improve patient engagement and experience

Statistic 24

79% of life science organizations that utilize data analytics report improved customer insights

Statistic 25

63% of life science companies use customer feedback to inform product development

Statistic 26

85% of patients believe that a positive healthcare experience increases their trust in providers and pharma companies

Statistic 27

72% of life science companies agree that personalized marketing improves customer retention

Statistic 28

55% of pharma customers value multi-channel communication options

Statistic 29

48% of life science organizations currently lack adequate CRM systems to manage customer data effectively

Statistic 30

73% of healthcare providers cite digital tools as essential for improving patient experience

Statistic 31

66% of pharmaceutical marketers use social media to engage with customers

Statistic 32

59% of life science organizations plan to expand their use of virtual reality (VR) and augmented reality (AR) to enhance customer experience

Statistic 33

83% of pharmaceutical executives see customer experience as directly impacting revenue growth

Statistic 34

71% of patients report that proactive communication from their healthcare providers improves their overall experience

Statistic 35

69% of life science organizations are exploring automation to streamline customer interactions

Statistic 36

77% of customers expect a seamless experience across all digital touchpoints

Statistic 37

62% of life sciences firms are investing in training employees to improve customer interactions

Statistic 38

80% of pharma companies track customer journey analytics to improve service delivery

Statistic 39

54% of patients feel that pharmaceutical companies do not do enough to educate them about their medications

Statistic 40

64% of life science organizations prioritize digital channels over traditional ones for customer engagement

Statistic 41

76% of healthcare consumers prefer to interact with health companies via mobile apps

Statistic 42

58% of life science companies anticipate growth in customer experience budgets over the next three years

Statistic 43

63% of patients want more control over their healthcare data and interactions

Statistic 44

81% of pharmaceutical companies assess customer satisfaction through surveys regularly

Statistic 45

88% of patients expect relevant, timely interactions from healthcare providers and pharma companies

Statistic 46

69% of healthcare organizations recognize that improving digital customer experience leads to better clinical outcomes

Statistic 47

53% of patients are willing to participate in digital health programs if they are easy to access and use

Statistic 48

79% of life science organizations consider customer insights critical for strategic decision-making

Statistic 49

65% of healthcare providers use patient portals to improve communication

Statistic 50

73% of pharmaceutical companies believe digital marketing has significantly enhanced customer engagement

Statistic 51

89% of consumers indicate that their experience with healthcare influences their trust in medicine and providers

Statistic 52

80% of life science companies prioritize data security in their customer experience initiatives

Statistic 53

67% of providers believe that integrating AI into customer service improves resolution times

Statistic 54

45% of life science marketing budgets are dedicated to digital customer experience initiatives

Statistic 55

78% of pharma companies report that customer experience improvements directly contribute to market share growth

Statistic 56

52% of patients are more likely to adhere to treatment when they have a positive healthcare experience

Statistic 57

69% of life science companies utilize customer journey mapping to enhance experience

Statistic 58

83% of patients desire easy and quick access to health information

Statistic 59

71% of life science organizations agree that improved customer experience leads to better competitive positioning

Statistic 60

62% of patients feel that better communication improves their healthcare outcomes

Statistic 61

72% of life science firms invest in customer experience training programs for their staff

Statistic 62

80% of healthcare providers believe that digital engagement tools improve patient satisfaction

Statistic 63

86% of patients value transparency and clarity in medication instructions and side effects

Statistic 64

70% of pharma marketing efforts are now targeted through digital channels

Statistic 65

65% of life sciences companies rely on customer analytics for product innovation

Statistic 66

77% of consumers would switch healthcare providers for a better experience

Statistic 67

88% of healthcare organizations report that improving customer experience provides a competitive edge

Statistic 68

60% of life science organizations use virtual assistants to support customer inquiries

Statistic 69

61% of life science companies are investing in AI-enabled customer insights

Statistic 70

74% of life science leaders believe enhancing digital experiences will be crucial for future growth

Statistic 71

55% of life science companies report challenges with integrating multiple customer data sources

Statistic 72

58% of healthcare organizations plan to adopt more virtual care options in the next year

Statistic 73

75% of pharma companies plan to enhance their digital interaction platforms in the next 12 months

Statistic 74

55% of life science companies are exploring blockchain for secure customer data sharing

Statistic 75

79% of pharmaceutical companies agree that improving digital presence is essential for future growth

Statistic 76

54% of consumers in the life sciences industry reported frustration with the lack of personalized content

Statistic 77

62% of healthcare providers plan to increase use of digital tools to personalize patient interactions

Statistic 78

63% of patients prefer personalized communication from their pharma providers

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Sources

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Key Highlights

78% of life science companies believe that customer experience is a competitive differentiator
65% of life science organizations plan to increase their investment in customer experience technology in the next two years
82% of healthcare providers cite improving patient experience as a top priority
90% of life science companies with high customer experience scores see increased customer loyalty
56% of life science consumers are likely to switch providers if their experience is poor
70% of patients prefer digital channels for communication with pharmaceutical companies
73% of pharma companies are investing in personalized customer experiences to boost engagement
65% of life science organizations report that improving customer experience has led to increased revenue
60% of pharma customers prefer to receive information via online portals rather than traditional channels
88% of healthcare providers consider customer experience as a crucial factor in patient retention
50% of life science companies lack a unified customer experience strategy
85% of patients are willing to share personal health data if it improves their healthcare experience
72% of life science companies believe digital transformation enhances customer satisfaction

In an industry where trust, personalization, and digital innovation are redefining success, 78% of life science companies now recognize customer experience as a key competitive edge driving loyalty, engagement, and growth.

Customer Engagement and Satisfaction

78% of life science companies believe that customer experience is a competitive differentiator
65% of life science organizations plan to increase their investment in customer experience technology in the next two years
82% of healthcare providers cite improving patient experience as a top priority
90% of life science companies with high customer experience scores see increased customer loyalty
56% of life science consumers are likely to switch providers if their experience is poor
70% of patients prefer digital channels for communication with pharmaceutical companies
73% of pharma companies are investing in personalized customer experiences to boost engagement
65% of life science organizations report that improving customer experience has led to increased revenue
60% of pharma customers prefer to receive information via online portals rather than traditional channels
88% of healthcare providers consider customer experience as a crucial factor in patient retention
50% of life science companies lack a unified customer experience strategy
85% of patients are willing to share personal health data if it improves their healthcare experience
72% of life science companies believe digital transformation enhances customer satisfaction
69% of pharmaceutical customers access information via mobile devices
77% of patients say that the quality of their experience influences their choice of healthcare provider or pharmaceutical partner
59% of life science companies report challenges in tracking customer interactions across multiple channels
80% of pharma companies aim to enhance customer engagement through AI-powered solutions
65% of healthcare decision-makers prefer instant messaging for communication with life science companies
41% of life science organizations are planning to implement chatbots to improve customer service
84% of pharmaceutical companies believe that improved customer experience will drive brand loyalty
70% of patients want transparent information about their medications, side effects, and interactions
45% of life science marketers rate customer experience as their top digital initiative
68% of healthcare providers have increased use of telehealth to improve patient engagement and experience
79% of life science organizations that utilize data analytics report improved customer insights
63% of life science companies use customer feedback to inform product development
85% of patients believe that a positive healthcare experience increases their trust in providers and pharma companies
72% of life science companies agree that personalized marketing improves customer retention
55% of pharma customers value multi-channel communication options
48% of life science organizations currently lack adequate CRM systems to manage customer data effectively
73% of healthcare providers cite digital tools as essential for improving patient experience
66% of pharmaceutical marketers use social media to engage with customers
59% of life science organizations plan to expand their use of virtual reality (VR) and augmented reality (AR) to enhance customer experience
83% of pharmaceutical executives see customer experience as directly impacting revenue growth
71% of patients report that proactive communication from their healthcare providers improves their overall experience
69% of life science organizations are exploring automation to streamline customer interactions
77% of customers expect a seamless experience across all digital touchpoints
62% of life sciences firms are investing in training employees to improve customer interactions
80% of pharma companies track customer journey analytics to improve service delivery
54% of patients feel that pharmaceutical companies do not do enough to educate them about their medications
64% of life science organizations prioritize digital channels over traditional ones for customer engagement
76% of healthcare consumers prefer to interact with health companies via mobile apps
58% of life science companies anticipate growth in customer experience budgets over the next three years
63% of patients want more control over their healthcare data and interactions
81% of pharmaceutical companies assess customer satisfaction through surveys regularly
88% of patients expect relevant, timely interactions from healthcare providers and pharma companies
69% of healthcare organizations recognize that improving digital customer experience leads to better clinical outcomes
53% of patients are willing to participate in digital health programs if they are easy to access and use
79% of life science organizations consider customer insights critical for strategic decision-making
65% of healthcare providers use patient portals to improve communication
73% of pharmaceutical companies believe digital marketing has significantly enhanced customer engagement
89% of consumers indicate that their experience with healthcare influences their trust in medicine and providers
80% of life science companies prioritize data security in their customer experience initiatives
67% of providers believe that integrating AI into customer service improves resolution times
45% of life science marketing budgets are dedicated to digital customer experience initiatives
78% of pharma companies report that customer experience improvements directly contribute to market share growth
52% of patients are more likely to adhere to treatment when they have a positive healthcare experience
69% of life science companies utilize customer journey mapping to enhance experience
83% of patients desire easy and quick access to health information
71% of life science organizations agree that improved customer experience leads to better competitive positioning
62% of patients feel that better communication improves their healthcare outcomes
72% of life science firms invest in customer experience training programs for their staff
80% of healthcare providers believe that digital engagement tools improve patient satisfaction
86% of patients value transparency and clarity in medication instructions and side effects
70% of pharma marketing efforts are now targeted through digital channels
65% of life sciences companies rely on customer analytics for product innovation
77% of consumers would switch healthcare providers for a better experience
88% of healthcare organizations report that improving customer experience provides a competitive edge
60% of life science organizations use virtual assistants to support customer inquiries
61% of life science companies are investing in AI-enabled customer insights

Customer Engagement and Satisfaction Interpretation

In a industry where trust and efficacy are paramount, this data underscores that nearly nine out of ten healthcare providers believe a stellar customer experience isn't just a nicety but the key to loyalty and growth, prompting a digital transformation race where personalized, seamless, and tech-driven interactions are no longer optional but essential for survival.

Digital Transformation and Technology Adoption

74% of life science leaders believe enhancing digital experiences will be crucial for future growth
55% of life science companies report challenges with integrating multiple customer data sources
58% of healthcare organizations plan to adopt more virtual care options in the next year
75% of pharma companies plan to enhance their digital interaction platforms in the next 12 months
55% of life science companies are exploring blockchain for secure customer data sharing
79% of pharmaceutical companies agree that improving digital presence is essential for future growth

Digital Transformation and Technology Adoption Interpretation

With nearly 80% of pharma firms recognizing the necessity of upgrading their digital footprint and over half grappling with integrating diverse customer data sources, the life science industry is clearly racing towards a high-tech, data-driven future where virtual care and blockchain meet to enhance customer trust and drive growth.

Personalization and Patient-Centric Communication

54% of consumers in the life sciences industry reported frustration with the lack of personalized content
62% of healthcare providers plan to increase use of digital tools to personalize patient interactions
63% of patients prefer personalized communication from their pharma providers

Personalization and Patient-Centric Communication Interpretation

These statistics illuminate a clear demand: patients and providers alike crave personalized engagement, yet over half of consumers still face generic experiences—highlighting a crucial opportunity for the life sciences industry to bridge the personalization gap and turn patient interactions into meaningful connections.