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Benchmarking for 2022: Understanding the Life Science Customer Experience

$7,500.00

  • Description

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

The Tableau workbook is fully interactive, and can be used to export charts for presentations, further research, or other needs.  This will allow you to target your benchmarking to your customers.  Want only to see YOUR company’s information and survey responses and produce a report?  You can do that.  Want to match your company and a few competitors?  Use Tableau for this function.

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

Access this Report’s Interactive Tableau Data

Navigating Tableau charts

 

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About Us

BioInformatics, part of the Science and Medicine Group, is the leading research and advisory firm serving the life science and diagnostic industries. Our expertise includes primary quantitative and qualitative research in addition to secondary research and published reports. We own a proprietary, international community of more than 55,000 scientists and biomedical researchers to provide insights that grow businesses and move markets. Our multi-disciplinary team is comprised of industry veterans, market research experts, and survey statisticians.

 

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