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Market Research Report

Benchmarking for 2019: Understanding the Life Science Customer Experience

Published by BioInformatics Inc. Product code 912868
Published Content info 79 Pages
Delivery time: 1-2 business days
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Benchmarking for 2019: Understanding the Life Science Customer Experience
Published: August 13, 2019 Content info: 79 Pages

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 scope of this study offers in-depth analysis across three waves (years: 2016, 2018, and 2019) 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 over 800 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.

Companies covered:

  • Abcam
  • Agilent Technologies
  • ATCC
  • BD Biosciences
  • Beckman Coulter
  • Bio-Rad Laboratories
  • Bio-Techne (R&D Systems, Novus Biologicals, Protein Simple)
  • Bruker
  • Cell Signaling Technology
  • Corning Life Sciences
  • Eppendorf
  • GE Healthcare Life Sciences
  • Illumina
  • IDT (Integrated DNA Technologies)
  • Leica
  • MilliporeSigma /Merck
  • New England Biolabs
  • PerkinElmer
  • Promega
  • Roche Molecular Systems
  • Tecan
  • Thermo Fisher Scientific
  • VWR
  • Waters
  • Zeiss
Table of Contents
Product Code: 19-018

Table of Contents

Section 1: Executive Summary

Section 2: Overview

  • Customer Experience Model for the Life Science Market
  • Touchpoint Attributes
  • Performance at Each Touchpoint
  • Delivering a Positive Customer Experience
  • Getting the Most Out of This Report

Section 3: Life Science Vendor Rankings

  • 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: Methodology and Demographics

  • Methodology
  • Demographics

Section 5: About Us

  • BioInfo and Science & Medicine Group, Inc.

Section 6: Appendix

  • Relative Importance of Touchpoints- Top 10 Suppliers
  • Supplier Profiles- Top 10 Suppliers
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