In 2016, a "secret shopper" initiative was launched to assess the responsiveness of ALS clinical trial sites to patient inquiries. The findings revealed significant challenges in both the quality and quantity of responses, highlighting areas needing improvement.
This webinar revisits the study in 2024 to evaluate current site responsiveness compared to the 2016 baseline. We will explore whether fundamental customer service principles can enhance patient engagement and participation in ALS clinical trials.
