2023 年基準測試：了解生命科學客戶體驗

在當今競爭激烈的生命科學市場中，有效且有效率的客戶體驗是成功的關鍵。 對於供應商來說，這是一個在擁擠的市場中脫穎而出並脫穎而出的絕佳機會，可以擴大與現有客戶的關係，並與潛在客戶建立新的關係。 隨著消費者期望的不斷提高，了解產品性能和價格之外的客戶體驗可以幫助供應商確定需要改進的領域，並了解競爭對手的領先優勢。Masu。

本報告調查了世界各地生命科學領域的客戶體驗。 我們對28 家供應商多年來的客戶體驗基準（2016、2018、2019、2020、2021、2022 和2023）的績效進行了詳細分析，發現供應商策略隨著時間的推移改善了客戶體驗。我們分析了我們如何形成我們的分數以及各個供應商隨著時間的推移與競爭對手的比較。 它還提供當前趨勢、COVID-19 影響以及進入市場的公司簡介和排名等。

目錄（頂線報告）

• 調查摘要和目的
• 執行摘要
• 人口統計
• 生命科學供應商排名
• Tableau 操作
• 調查方法
• 聯絡我們

目錄（Tableau）

• 客戶體驗簡介
• 生命科學客戶體驗
• 生命科學客戶體驗趨勢
• 接觸點效能
• 象限分析
• 新冠肺炎 (COVID-19) 的影響（2020-2023 年）
• 其他問題和人口統計數據
• 調查方法

上市公司

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

對項目進行排名

• 產品認知度
• 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

In today's fiercely competitive life science market, an effective and efficient customer experience is the key to success. It's a golden opportunity for suppliers to differentiate themselves and stand out in a crowded marketplace to expand their relationships with current customers, while building new relationships with prospective customers. As consumers continue to elevate their expectations, understanding customer experience beyond mere product performance and price enables suppliers to identify areas of improvement and pinpoint where competitors are leading the way.

To help suppliers better navigate the intricacies of customer experience in the life science industry, we designed a study to deliver actionable insights to suppliers looking to improve their customer experience strategy. The outcome is our newest report, “Benchmarking for 2023: Understanding the Life Science Customer Experience”.

This study offers in-depth analysis of the performance of 28 different suppliers across multiple years (2016, 2018, 2019, 2020, 2021, 2022, 2023) of customer experience benchmarking, allowing for analysis of how supplier strategies have shaped customer experience scores over time and how individual suppliers compare to their competitors over time.

In the 2023 edition, we asked 786 scientists to evaluate their experience with suppliers during specific touchpoints including the evaluation of products, selection and usage of products, and customer support after the sale. Two new attributes were added to the Product Selection touchpoint this year to probe satisfaction with product inventory, shipping updates, and on-time delivery.

The report includes a Tableau workbook and will allow you to:

• Uncover and compare single and multi-year customer experience performances for 28 top-tier brands.

• Explore the intricacies of customer experience at different touchpoints, single and multi-year trends.

• Gain clarity on the relative significance of attributes that drive customer satisfaction across 28 brands.

• Discern regional nuances in customer experience trends.

• Track generational shifts in customer experience expectations.

• Investigate how various employment sectors influence customer experience trends.

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. Want only to see YOUR company's information and survey responses and produce a report? You can do that. Want to compare your company against a few competitors? Use Tableau for this function.

A key tool for suppliers looking to gain a competitive edge, this report equips teams with the insights needed to stay ahead of the competition.

Study Objectives

• Understand and compare single and multi-year customer experience performance for 28

• Explore customer satisfaction on specific touchpoints associated with the pre-purchase experience, product experience, and post-purchase experience.

• Understand the relative importance of specific attributes for customer experience.

• Determine supplier rankings and long-term trends in customer experience since 2016.

Table of Contents (Topline Report)

• 1. Study Overview and Objectives
• 2. Executive Summary
• 3. Demographics
• 4. Life Science Supplier Rankings
• 5. Navigating Tableau
• 6. Methodology
• 7. About Us

Table of Contents (Tableau)

• 1. Customer Experience Profile
• 2. Life Science Customer Experience
• 3. Life Science Customer Experience Trended
• 4. Touchpoint Performance
• 5. Quadrant Analysis
• 6. COVID-19 Impact (2020-2023)
• 7. Additional Questions & Demographics
• 8. Methodology

^*Note: Trending is provided on most dashboards within the Tableau workbook for 2016-2023.

Companies Mentioned:

• 1. Abcam
• 2. Agilent Technologies
• 3. ATCC
• 4. BD Biosciences
• 5. Beckman Coulter
• 6. Bio-Rad Laboratories
• 7. Bio-Techne
• 8. Bruker
• 9. Cell Signaling Technology
• 10. Corning Life Sciences
• 11. Cytiva
• 12. Eppendorf
• 13. IDT
• 14. Illumina
• 15. Leica
• 16. MilliporeSigma/Merck
• 17. New England Biolabs
• 18. Promega
• 19. QIAGEN
• 20. Revvity
• 21. Roche Molecular Systems
• 22. Sartorius
• 23. SCIEX
• 24. Tecan
• 25. Thermo Fisher Scientific
• 26. VWR
• 27. Waters
• 28. Zeiss

Ranked Touchpoints:

• Product Awareness
• Product Knowledge
• Product Selection
• Product Integrity
• Service Provided
• Support Provided
• Satisfaction and Loyalty