Client Service

The PAAB strives to provide optimal client service in all of its activities. Ongoing activities include a variety of training activities for PAAB staff in areas of critical appraisal of clinical study data, communication, pharma regulatory and marketing. In the past, the PAAB has requested client feedback through large-scale all client surveys and smaller client focus groups involving face-to face feedback meetings with PAAB senior staff. The PAAB management has implemented a number of administrative changes based on that client feedback. We are listening.

Currently the PAAB is conducting surveys to gain client feedback regarding the service the PAAB provides regarding preclearance review:

• Client Experience Index

  Since May 2008, the PAAB has been working with partners Isaix Technology and Klick Communications Inc. on an ongoing program to randomly survey companies that have had an advertising/promotion system (APS) submission file reviewed and accepted by the PAAB. Sixteen four part surveys per month are distributed randomly to gather the opinion of the eFile user on specific projects. The four part assessment includes questions about the eFile process, the admin staff, the reviewers and managers that worked on a specific file. PAAB hopes to identify areas of improvement that may be necessary to increase the standard of our customer service. If you receive a survey request please remember to complete it promptly because we are interested in your opinion on that particular file and not your historical experience with the PAAB.