Enhancing the Customer Experience: Insights and Life Science Supplier Rankings

Reportbuyer.com just published a new market research report: Enhancing the Customer Experience: Insights and Life Science Supplier Rankings.

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London (PRWEB) December 02, 2013

Study Objectives:
•Provide vendors with the ability to benchmark the customer experience enjoyed by their customers against those of competitors.
•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.

Report Overview:
BioInformatics LLC announces the release of Enhancing the Customer Experience: Insights and Life Science Supplier Rankings. The scope of this study spans the pre-purchase, product-usage and post-purchase experience with 25 life science supplier companies.
We’ve asked over 1,000 scientists to evaluate their supplier companies on customer touchpoints that occur during the time spent researching products, during the selection process and after the sale is made.

The following companies are evaluated in this study:

Agilent Technologies
ATCC
BD Biosciences
Beckman Coulter
Bio-Rad Laboratories
Cell Signaling Technologies
Corning Life Sciences
EMD Millipore
Fisher Scientific
GE Healthcare
Illumina
Leica
Life Technologies
PerkinElmer Life Sciences
Promega
Qiagen
R&D Systems
Roche Applied Science
Sigma-Aldrich
Thermo Scientific
VWR
Waters
Zeiss

Respondent Familiarity

1. Suppliers respondents have purchased from in the last 6 months
2. Use of consumables vs. instrumentation per supplier

Customer Impressions

3. Familiarity lab supplier: Range of products
4. Believability of advertising by supplier
5. Frequency of conference booth visit by supplier

Customer Experience

6. Ease of website search by supplier
7. Ease of determining the best product for customer needs by supplier
8. Satisfaction with pricing and promotions offered by supplier

The Products

9. Frequency of products received in good condition upon delivery by supplier
10. Clarity of product instructions by supplier
11. User-friendliness of product packaging by supplier
12. Eco-friendliness of product packaging by supplier
13. How well products cover experimental workflow by supplier
14. Innovativeness of products provided by supplier

Support

15. Helpfulness of sales reps by supplier
16. Responsiveness of sales reps by supplier
17. Favorableness of impression of customer service by supplier
18. Degree to which phone/email support answers questions by supplier
19. Degree to which online support answers questions by supplier
20. Degree to which in-lab support answers questions by supplier

Overall

21. Likelihood of recommendation to associate or colleague by supplier
22. Satisfaction of products and services by supplier
23. Overall customer experience ratings by supplier
24. Number of years respondents have been customers by supplier
25. Characteristic pairs by supplier:
•Approachable / Arrogant
•Purchase wide-range of products / Purchase narrow range of products
•Easy to get the products I need / Difficult to get the products I need
•Affordable / Premium
•Responsive / Unresponsive
•Service is better than 1 year ago / Service is worse than 1 year ago

More about the respondents

26. Role in selecting instrumentation and reagents for the lab
27. Method of ordering
28. Demographics: Age, gender, area of research
29. Weighing the importance of the following factors to purchasing:
•Awareness of supplier products (i.e., Advertisement, Ease of Search on Supplier Website, Supplier Presence at Scientific Meetings)
•Knowledge of supplier products (i.e., Familiarity with Products, Level of Product Innovation)
•Selection of Supplier Products (i.e., Supplier Web site, Satisfaction with Pricing and Promotions, Coverage of Entire Workflow with Supplier Products)
•Product Integrity (i.e., Condition of Product Deliveries, Clarity of Product Instructions, User Friendly Design, Eco-Friendly Packaging)
•Service Provided (i.e., Helpfulness of Sales Representatives, Assistance of Customer Service before/during Purchase)
•Supplier Support (i.e., Responsiveness of Sales Reps, Helpfulness of Technical Support)
•Satisfaction and Loyalty (i.e., Overall Satisfaction with Products and Services, Overall Experience, Likelihood to Recommend Supplier)

Read the full report:

Enhancing the Customer Experience: Insights and Life Science Supplier Rankings

http://www.reportbuyer.com/industry_manufacturing/packaging/enhancing_customer_experience_insights_life_science_supplier_rankings.html#utm_source=prnewswire&utm_medium=pr&utm_campaign=Packaging

For more information:
Sarah Smith
Research Advisor at Reportbuyer.com
Email: query@reportbuyer.com
Tel: +44 208 816 85 48
Website: http://www.reportbuyer.com/


Contact

  • Sarah Smith
    Research Advisor at Reportbuyer.com
    +44 208 816 85 48
    Email