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Mini-Survey: Customer Service and Technical Support for Life Science Products

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Exploring customers’ experience with solving non-technical and technical problems, and their preferences when contacting life science suppliers’ support departments.

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Mini-Survey: Customer Service and Technical Support for Life Science Products

In this special study, we explore a few of customers’ experiences with solving non-technical and technical problems, and their preferences when contacting life science suppliers’ support departments.

This report is based on the responses of 278 life science researchers from around the globe who have had a customer service and/or technical support related problem in the last 6 months, completed this survey between March 8 and March 15, 2013.

Customer Service and Technical Support were defined in this study the following ways:

Customer Service: assistance provided after a purchase decision has been made related to order fulfillment, delivery and billing of products (e.g., a non-technical problem)

Technical Support: advice and assistance provided related to the use of a product/instrument and identifying the correct product for a particular application/experiment based on your technical needs

Readers of this report are encouraged to contact us with any questions or requests to explore this issue further and its implications for your current customer service and technical support offerings in 2013.

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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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  • About Us
    • Our Values
    • Meet the Team
    • Careers
    • Company News
  • Knowledge Center
  • Reports
    • Application Areas
    • Clinical Diagnostic Instruments
    • Chromatography
    • General Analytical Technologies
    • Lab Automation & Software
    • Lab Equipment and Products
    • Life Science Instrumentation and Consumables
    • Marketing & Brand Comparisons
    • Mass Spectrometry
    • Materials and Microscopy
    • Process Analysis
    • Regional Markets
    • Service
    • Spectroscopy
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