ABSTRACT
BACKGROUND: The aim of this study was to evaluate internal customer satisfaction with the Medical Information Service of Novartis Farmacéutica after changing to a new model of response by email to scientific information requests (the e-Answers initiative). METHODS: A survey, conducted 3 months after the e-Answers initiative was implemented, was designed to determine the profile of each respondent and included 10 multiple-choice questions on user satisfaction. A 7-point Likert-type scale was used whenever possible. RESULTS: A total of 97 responses (50.5%) were analyzed. Overall satisfaction with the change was favorable for 94% of respondents, and 94% and 97% of respondents evaluated favorably the elimination of paper load and the decrease in environmental impact, respectively. Satisfaction with response time since implementing the new model was positive for 91% of the respondents. CONCLUSION: In this anonymous survey with high participation of service users, the e-Answers initiative was evaluated positively.
