The 4 pillars of MSL KPIs

The 4 pillars of MSL KPIs

KPIs for MSLs are often raised as a point of discussion. What is it that we need to measure, quantity of calls, or quality of calls?

  1. Quality of KOL interactions:Frequency/duration of calls shows you are at least doing something and if your meetings are long(er), it shows you had more time to discuss your topics. However, the quality of a call is far more important, and this can be measured by how much of your predefined insights you have been able to get answered when you met with your KOL.

  2. Medical project based KPIs: The number of publications, data generation (e.g. local abstract presentation, and number of QR codes scanned of your abstract), data dissemination (e.g. number of departmental presentations and the rating by the HCPs of your presentation), clinical studies recruitment to target, investigator-initiated studies executed within a certain timeframe, number and quality insights gathered from round table meetings etc.

  3. MSL-KOL satisfaction: Surveying KOLs with a short survey asking them to the MSL 1-5 (not great to excellent) on the following points: the quality of the interaction, quality use of your time, knowledge level of the MSL, and how they followed up on topics. Then have an optional open field for the KOL to comment or provide suggestions. And here is where you get those great quotes on how good (or bad) the MSLs have been performing. Some companies use external companies, but the KOLs often do not respond to these emails. Our tip is to have the MSL send out the link!!! 
  4. MSL-internal stakeholders’ satisfaction. This is often done following specific medical activities such as training of sales reps or conducting medical education. Again, a simple survey with a few questions, scoring 1-5 (not great - excellent) and report the percentage of people scoring you a 4-5. Your KPI could be, score >80% of 4-5 ratings.

Make sure to adapt these indicators to the life cycle of the drug.

Metrics for MSL is a never-ending source of conversation. It is part of a broader discussion on how MSL and medical affairs provide value to HCPs, patients, the brand team and the company as a whole.

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