Description
Understanding the Life Science Customer Experience
We’ve Spoken To Your Customers
Understanding the overall customer experience, from pre-purchase experience, to product experience, to post-purchase experience, is more important now than ever before. Customer experience offers an opportunity for suppliers to differentiate themselves from other suppliers in a crowded life science marketplace on something more than product performance and price. An excellent customer experience is key to both maintaining relationships with current customers, as well as building and expanding new relationships with potential customers.
As life science customers continue to raise their expectations of suppliers the need to improve and understand aspects of the customer experience where improvements are needed or where competitors are leading the way has never been greater.
The Voice of 780 Instrument, Consumable and Supply Customers
The scope of this study offers in-depth analysis across multiple waves (years: 2016, 2018, 2019, 2020, 2021, 2022) of customer experience benchmarking, tracking the performance of 27 different suppliers and allowing for analysis of how suppliers’ strategies have impacted customer experience scores over time and how they compare to other suppliers over time.
This year, we’ve asked 780 scientists to evaluate the suppliers they use on the customer touchpoints that occur during evaluation of products, selecting and using products, and customer support after the sale.
The report, included with the tableau dashboard, will allow you to:
- Understand and compare single and multi-year overall customer experience performance for 27 brands
- Understand and compare single and multi-year customer experience on the touchpoints
- Understand the relative importance of attributes for customer experience for 27 brands
- Understand and compare regional trends in customer experience
- Understand and compare generational trends in customer experience
- Understand and compare trends in customer experience by employment sector
They’ve Ranked Companies On Various Touchpoints
- Product Awareness
- Product Knowledge
- Product Selection
- Product Integrity
- Service Provided
- Support Provided
- Satisfaction and Loyalty
The report analyzes those reports and compares the results to a timeframe back to 2016. Then, the report asks survey respondents how important each touch point was to them.
Build Your Own Report w/ The Accompanying Tableau Workbook
Companies covered:
- Abcam
- Agilent Technologies
- ATCC
- BD Biosciences
- Beckman Coulter
- Bio-Rad Laboratories
- Bio-Techne
- Bruker
- Cell Signaling Technology
- Corning Life Sciences
- Eppendorf
- GE Healthcare Life Sciences (Cytiva)
- IDT
- Illumina
- Leica
- MilliporeSigma/Merck
- New England Biolabs
- PerkinElmer
- Promega
- QIAGEN
- Roche Molecular Systems
- SCIEX
- Tecan
- Thermo Fisher Scientific
- VWR
- Waters
- Zeiss
Table of Contents:
Section 1: Overview
Customer Experience Model for the Life Science Market
Touchpoint Attributes
Industry Average Performance at Each Touchpoint
Delivering a Positive Customer Experience
Delivering A Positive Customer Experience – Learning and Growing Over Time
Section 2: Executive Summary
Trends in Life Science Customer Experience
Blending Together the Voice of the Customer and Data
Section 3: Life Science Supplier Rankings
Giving Customers a Positive Experience
Trends in Overall Customer Experience Scores
Product Awareness
Product Knowledge
Product Selection
Product Integrity
Service Provided
Support Provided
Satisfaction and Loyalty
Relative Importance of Touchpoints – All
Section 4: COVID-19 Pandemic Impact
Impact on Customer Impression
Relative Importance of Impact on Services and Products
Customer Priorities for Resolving Supplier-Related Issues – Products and Sales/Services
Section 5: Methodology and Demographics
Methodology
Demographics
Section 6: About Us
BioInformatics, part of Science and Medicine Group
Section 7: Appendix
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