Abstract
Customer Loyalty & Satisfaction: Creating a Branded Customer Experience will address the importance of brand, customer service and product attributes to a customer's level of satisfaction and loyalty. In addition to providing an overview of customer loyalty and satisfaction in the life science market as a whole, this report provides detailed profiles of 24 top suppliers for the following measurements:
- Customer Retention Rate
- Satisfaction Measures
- Buying Decision Process Model
- Loyalty Measures
- Customer Experience Index
This report looks at the following 24 suppliers:
- Affymetrix
- Agilent Technologies
- Ambion
- Applied Biosystems
- BD Biosciences
- Beckman Coulter
- Bio-Rad
- Eppendorf
- Fermentas
- Fisher Scientific
- GE Healthcare
- Invitrogen
- Millipore
- New England Biolabs
- PerkinElmer Life & Analytical Sciences
- Pierce Biotechnology
- Promega
- Qiagen
- Roche Applied Science
- Sigma-Aldrich
- Stratagene
- Takara
- Thermo Electron
- Waters
The analyses in this report will allow suppliers to better understand their customers and to understand how their customers' loyalty compares to the loyalty of their competitors' customers.
Table of Contents
Section 1. Analysis and Interpretation of Survey Results
Executive Overview
Part I: The Buying Decision Process
- Model Overview
- Degree of Attribute Importance
- Pre-Purchase Evaluation Stage
- Overall Brand Performance
- Top Brands Presented by Attribute
- Purchase Decision Stage
- Overall Brand Performance
- Top Brands Presented by Attribute
- Post-Purchase Support Stage
- Overall Brand Performance
- Top Brands Presented by Attribute
- Brands that Best Meet Customer Needs
Part II: The Overall Customer Experience
- Customer Retention Measures
- Customer Satisfaction Metrics
- Customer Loyalty Metric
- Customer Experience Index
Section 2. Study Methodology and Demographics
- Methodology
- Definition of Terms
- Demographics
- Questionnaire
Section 3. Presentation of Survey Data
Brands currently used
Evaluating Brand Alternatives
- Importance of brand reputation when evaluating a new brand
- Importance of specific attributes in evaluating products
- Best and worst suppliers in pre-purchase attributes
Making Your Purchase Decision
- Importance of helpful customer service when purchasing from a new brand
- Importance of specific attributes in purchasing products
- Best and worst suppliers in purchasing attributes
Your Post-purchase Experience
- Importance of specific attributes when using products
- Best and worst suppliers in usage attributes
- Likelihood of repurchasing based on a favorable experience
Your Brand Purchase History
- Type of product most recently purchased from a given supplier
- Number of years using products from a given supplier
How Satisfied Are You with Your Life Science Suppliers?
- Overall satisfaction with supplier
- Extent to which supplier meets expectations
- Comparison of supplier to an ideal life science supplier
- Comparison of experience with supplier to experiences with other suppliers
Do Life Science Suppliers Deserve Your Loyalty?
- Likelihood of purchasing from supplier in the next
3 months
- Likelihood of purchasing from supplier in the next
12 months
- Likelihood of recommending supplier to colleagues
Demographics
Section 4. Appendices
- Insights and Perspectives
- Cross-Tabulations of Survey Data
- Other Recent Publications
- About BioInformatics
- Our Valued Clients
