Benchmark Survey on Content Development and Key Performance Indicators: A phactMI Benchmarking Survey Update

Author(s): Robert Tamburri, Mary K. Sendi, Anja Glaetzer, Jennifer Garas, Mary Mehrabian, Susan Wnorowski, & Evelyn R. Hermes-DeSantis (phactMI)

Abstract

Objective
Medical Information plays a critical role in delivering accurate, evidence-based responses to unsolicited requests. At the heart of the response is the content developed by Medical Information. Additionally, the metrics and key performance indicators (KPIs) surrounding content development and delivery are necessary to gauge the utilization and impact of the content. Because the landscape has evolved significantly since the last survey in 2018, the need to re-examine content development approaches and KPIs is warranted. The objective of this benchmarking survey was to assess the evolving approach and tactics of content development and utilization of KPIs of phactMI member companies with a comparison to 2018 where applicable.

Methods
In May 2024, an electronic survey containing 71 closed and open-ended questions was distributed to 36 phactMI member companies. The survey included demographics, development of specific content, scientific response documents (SRDs), custom response documents, and metrics and KPI. Results were analyzed with descriptive statistics.