表紙
市場調查報告書
商品編碼
1028390

生命科學客戶體驗意識:基準測試(2021)

Benchmarking for 2021: Understanding the Life Science Customer Experience

出版日期: | 出版商: BioInformatics Inc. | 英文 79 Pages | 商品交期: 最快1-2個工作天內

價格
  • 全貌
  • 簡介
  • 目錄
簡介

瞭解整體客戶體驗,包括購買前體驗、產品體驗和購買後體驗,比以往任何時候都更加重要。在複雜的生命科學市場中,客戶體驗超越了產品性能和價格,讓供應商有機會從其他人中脫穎而出。良好的客戶體驗不僅是維持現有客戶關係的關鍵,也是與潛在客戶建立和擴展新關係的關鍵。

本報告探討了生命科學領域的全球客戶體驗市場、COVID-19 的 2021 年業務挑戰和變化、大流行期間供應商對產品和服務交付能力的印象,提供供應商評估和比較等信息。

被調查企業

  • Abcam
  • Agilent Technologies
  • ATCC
  • BD Biosciences
  • Beckman Coulter
  • Bio-Rad Laboratories
  • Bio-Techne
  • Bruker
  • Cell Signaling Technology
  • Corning Life Sciences
  • Eppendorf
  • GE Healthcare Life Sciences
  • IDT
  • Illumina
  • Leica
  • MilliporeSigma/Merck
  • New England Biolabs
  • PerkinElmer
  • Promega
  • QIAGEN
  • Roche Molecular Systems
  • SCIEX
  • Tecan
  • Thermo Fisher Scientific
  • VWR
  • Waters
  • Zeiss

目錄

第 1 章執行摘要

  • 生命科學領域的客戶體驗趨勢
  • 融合客戶語音和數據

第 2 章概述

  • 生命科學市場的客戶體驗模型
  • 接觸點屬性
  • 每個接觸點的行業平均表現
  • 提供積極的客戶體驗
  • 提供積極的客戶體驗 - 隨著時間的推移學習和成長

第三章生命科學供應商排名

  • 客戶體驗評分
  • 產品識別
  • 產品知識
  • 產品選擇
  • 產品完整性
  • 提供的服務
  • 提供支持
  • 滿意度和忠誠度
  • 接觸點的相對重要性

第 4 章 COVID-19 大流行影響

  • 對客戶印象的影響
  • 服務和產品影響的相對重要性
  • 客戶優先解決供應商相關問題 - 產品和銷售/服務
  • 從 COVID-19 開始維護的客戶體驗變化
  • COVID-19 需要解決的客戶體驗問題

調查方法和人口統計

  • 調查方法
  • 人口統計

第五章附錄

  • 接觸點的相對重要性 - 10 大供應商
目錄
Product Code: 21-012

We've Spoken To Your Customers

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.

COVID-19 Challenges and Changes That Are Relevant to Doing Business in 2021

In last year's edition we asked about COVID-19 impacts. This year's Life Science Customer Experience goes beyond just impact and looks at lasting reputation effects of the pandemic, what suppliers can change, and what measures implemented for pandemic customers would like to see continue.

  • Impressions of Supplier Ability to Provide Products and Services Throughout the Pandemic
  • Relative Importance of COVID-19 Impact on Services and Products in 2021 - Aggregate
  • Customer Priorities for Resolving Supplier-Related Issues - Products
  • Customer Priorities for Resolving Supplier-Related Issues - Sales/Service
  • Customer Priorities for Resolving Supplier-Related Issues - Products and Sales/Services
  • Customer experience changes from COVID-19 to keep
  • Customer experience pain points from COVID-19 to solve

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 five waves (years: 2016, 2018, 2019, 2020, 2021) 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.

The Voice of 800 Customers

This year, we've asked 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.

The report, included with the tableau dashboard, will allow you to:

  • Understand and compare single and multi-year overall customer experience performance for 27 brands
  • Understand and compare single and multi-year customer experience on the touchpoints
  • Understand the relative importance of attributes for customer experience for 27 brands
  • Understand and compare regional trends in customer experience
  • Understand and compare generational trends in customer experience
  • Understand and compare trends in customer experience by employment sector

Build Your Own Report

The Tableau workbook is fully interactive, and can be used to export charts for presentations, further research, or other needs. This will allow you to target your benchmarking to your customers.

Companies covered:

  • Abcam
  • Agilent Technologies
  • ATCC
  • BD Biosciences
  • Beckman Coulter
  • Bio-Rad Laboratories
  • Bio-Techne
  • Bruker
  • Cell Signaling Technology
  • Corning Life Sciences
  • Eppendorf
  • GE Healthcare Life Sciences
  • IDT
  • Illumina
  • Leica
  • MilliporeSigma/Merck
  • New England Biolabs
  • PerkinElmer
  • Promega
  • QIAGEN
  • Roche Molecular Systems
  • SCIEX
  • Tecan
  • Thermo Fisher Scientific
  • VWR
  • Waters
  • Zeiss

Table of Contents

Section 1: Executive Summary

  • Trends in Life Science Customer Experience
  • Blending Together the Voice of the Customer and Data

Section 2: Overview

  • Customer Experience Model for the Life Science Market
  • Touchpoint Attributes
  • Industry Average Performance at Each Touchpoint
  • Delivering a Positive Customer Experience
  • Delivering A Positive Customer Experience - Learning and Growing Over Time

Section 3: Life Science Supplier 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: COVID-19 Pandemic Impact

  • Impact on Customer Impression
  • Relative Importance of Impact on Services and Products
  • Customer Priorities for Resolving Supplier-Related Issues - Products and Sales/Services
  • Customer experience changes from COVID-19 to keep
  • Customer experience pain points from COVID-19 to solve

Methodology and Demographics

  • Methodology
  • Demographics

Section 5: Appendix

  • Relative Importance of Touchpoints- Top 10 Suppliers