Customer Faithful is best known for uncovering and interpreting the experiences and needs of patients and caregivers.

Our aim is to support the healthcare industry in making the improvement of patient experience as accepted and sought-after a goal as clinical outcomes.


Face to Face Voice-of-the-Patient Research


Social Listening Voice-of-the-Patient Research


Meta Analysis of Past Research


Video Ethnography

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"This is how we define ‘patient centricity’ - to cast the patient in the role of ‘expert’, and seek to learn directly from their holistic views, stories and experiences, not just their symptoms."

Rick Harris, Customer Faithful

Our Philosophy

The guiding principle behind our work is to frame healthcare needs in the context of the individual lives of patients and those around them, before considering the implications for those delivering healthcare services.

By bringing the ‘life experience’ of patients alongside more traditional healthcare information, Customer Faithful offers a far richer understanding of patients’ quality of life than traditional research, as well as where and how it may be enhanced.


The Value Of Our Work

  • We believe our focus on ‘research-quality’ patient experience programmes is a vital link to a better understanding of a patient’s quality of life.
  • Our insight enhances existing clinical evidence and statistical data surrounding medical conditions by providing a ‘smaller-scale, greater-depth’ qualititative perspective that is often left undiscovered.
  • Our on-going work in therapy areas including cancer, asthma and haemophilia is breaking new ground in demonstrating how the ‘voice of the patient’ can directly influence healthcare design to centre on the needs of those using them, rather than those delivering them.
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How Our Work is Used

Our patient-centred insight programmes are ideally suited for enabling healthcare organisations and pharmaceutical companies to gain a more balanced and inclusive perspective of living with health conditions, including:

  • detailed visibility of the needs of patients at given stages of therapy, and the role and impact it plays in their lives
  • pinpointing where patients / families seek support when ‘living’ with a condition, and how new/existing services could provide help
  • demonstrating a patient-centred view of health to healthcare professionals, patient advocacy groups, key opinion leaders and beyond
  • contributing thought-leadership and insight into wider stakeholder debate, such as policy development or public awareness

IF you’re interested in finding out more about interpreting the experiences and needs of patients and caregivers, get in touch at