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Market Research Report

2018 Life Science Supplier Customer Experience Rankings

Published by BioInformatics Inc. Product code 627552
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Delivery time: 1-2 business days
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2018 Life Science Supplier Customer Experience Rankings
Published: April 30, 2018 Content info:
Description

The scope of this study spans the pre-purchase, product-usage and post-purchase experience with 26 life science supplier companies. We've asked 1,000 + scientists to evaluate their supplier companies on 21 different customer touchpoints :

Companies Evaluated:

  • Abcam
  • Agilent Technologies
  • ATCC
  • BD Biosciences
  • Beckman Coulter
  • Bio-Rad Laboratories
  • Bio-Techne (R&D Systems, Novus Biologicals)
  • Bruker
  • Cell Signaling Technology
  • Corning Life Sciences
  • Eppendorf
  • GE Healthcare Life Sciences
  • Illumina
  • Integrated DNA Technologies
  • Leica
  • Millipore Sigma
  • New England Biolabs
  • PerkinElmer
  • Promega
  • QIAGEN
  • Roche Molecular Systems
  • SCIEX
  • Tecan
  • Thermo Fisher Scientific
  • VWR
  • Waters
  • Zeiss

Report Types:

PDF Only : Report PDF includes individual scores on each touchpoint category for each supplier, benchmarked against industry averages.

Interactive Online Access (Includes PDF) : In addition to the standard report PDF, gives access to an online deliverable that allows for additional data breakouts and cross-tabs, such as biotech vs. academic respondents, regional segmentation, etc. These custom graphs can be easily exported.

Objectives:

  • Provide vendors with the ability to benchmark the customer experience enjoyed by their customers against those of competitors.
  • Trend customer supplier touchpoint ratings and scores over the past 2 years (2016-2018).
  • Identify the relative strengths and weaknesses of each vendor on each customer experience touchpoint.
  • Determine the relative importance of each touchpoint in the customer experience lifecycle.
Table of Contents
Product Code: 18-015

Table of Contents

SECTION 1: Analysis and Interpretation of Survey Results

  • Executive Summary
  • Developing A Customer Experience Model for the Life Sciences
  • Touchpoint Attributes
  • Ranked Order of Touchpoints
  • Industry-Wide Performance At EachTouchpoint
  • Delivering a Positive Customer Experience
  • The Life Science Supplier Personality Profile
  • Life Science Supplier Rankings
  • Customer Experience Score
  • Product Awareness Touchpoint
  • Product Knowledge Touchpoint
  • Product Selection Touchpoint
  • Product Integrity Touchpoint
  • Vendor Service Touchpoint
  • Vendor Support Touchpoint
  • Customer Satisfaction & Loyalty Touchpoint

SECTION 2: Methodology & Demographics

  • Methodology - Questionnaire Overview
  • Methodology - Questionnaire Design
  • Demographics
  • Questionnaire
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