Field Execution
Field Execution/Customer Engagement
Customer Engagement
Customer relationship quality, engagement health and interaction effectiveness.
1 – 30 Jun 2026·All Divisions·All Segments·Relationship view
Orbit Engagement Briefing
Updated 14 min ago
Customer engagement remains healthy overall, although 42 high-value customers show declining interaction quality. Hospital engagement continues to improve, while several independent pharmacies require renewed commercial focus.
Engagement Score
78
Healthy+2 vs prior period
Healthy Relationships
2,842
+68 this month
At-Risk Customers
42
Watchhigh-value, declining
Engagement Growth
+9.8%
vs prior 90 days
Avg Visit Quality
76
+4 vs prior period
Expansion Opportunities
R4.2m
Actionableacross 18 accounts
Engagement matrix
Customer value × engagement · quadrant analysis
Low value / high engagementHigh value / high engagementLow value / low engagementHigh value / low engagement
Relationship health
Score by segment · delta vs prior
Retail+2.4
Score 84/100
Hospital+4.8
Score 76/100
Independent-1.6
Score 68/100
Clinic+1.2
Score 72/100
Chain-3.4
Score 58/100
Customer engagement trend
Score · visits · quality over 6 months
Customer watchlist
Requires attention this week
Life Hospital Umhlanga58
Durban North · Escalate KAM visit
Key Account Y38
Cape Metro · Executive intervention
Regional Hospital Z42
PE Metro · Re-establish contact
Pharmacy Group Q46
Sandton North · Reprice + renewed visit
Risks & opportunities
Prioritised for this period
Risks
42 high-value declining customers-R2.1m
Independent pharmacies losing focus-1.6
Chain segment engagement -3.458/100
Watchlist grew 22% MoM42 accts
Opportunities
Hospital engagement improving+4.8
Retail relationship strengthening+2.4
Cross-sell across 18 accounts+R4.2m
Netcare partnership deepening+R1.4m
Cross-page investigation
Follow the commercial thread
Engagement detail
Customer · engagement score · visits · purchases · Orbit recommendation
| Customer | Territory | Engagement | Visits | Purchases | Health | Trend | Orbit recommendation |
|---|---|---|---|---|---|---|---|
| MediRite Sandton | Sandton North | 92 | 12 | 8 | Healthy | Deepen partnership | |
| Netcare Pinelands | Cape Metro | 88 | 10 | 7 | Healthy | Add Gastraven programme | |
| Clicks Rondebosch | Cape Metro | 84 | 8 | 6 | Healthy | Sustain cadence | |
| Dis-Chem Menlyn | Pretoria East | 72 | 6 | 4 | Watch | Refresh detailing | |
| Life Hospital Umhlanga | Durban North | 58 | 4 | 3 | Watch | Escalate KAM visit | |
| Key Account Y | Cape Metro | 38 | 2 | 1 | At Risk | Executive intervention | |
| Regional Hospital Z | PE Metro | 42 | 2 | 1 | At Risk | Re-establish contact | |
| Pharmacy Group Q | Sandton North | 46 | 3 | 2 | At Risk | Reprice + renewed visit |