市場調查報告書

生命科學產品的顧客服務及技術支援

Customer Service and Technical Support for Life Science Products

出版商 BioInformatics Inc. 商品編碼 839960
出版日期 內容資訊 英文 113 Pages
商品交期: 最快1-2個工作天內
價格
生命科學產品的顧客服務及技術支援 Customer Service and Technical Support for Life Science Products
出版日期: 2019年05月14日內容資訊: 英文 113 Pages
簡介

本報告從針對生命科學產品客戶所做的調查結果,得出主要供應商的顧客服務部門及技術支援部門評估,彙整購買產品上2部門的重要性,偏好的服務/支援途徑,重要屬性,滿意度等計分卡。

調查目的·調查內容

  • 了解客戶服務和技術支持在購買決策中的重要性,並推薦生命科學供應商
  • 確定不同服務/支持渠道的相對使用情況和偏好,以及出現問題時的首選渠道使用順序
  • 在決定向生命科學供應商處購買時,確定客戶服務部門最重要和最不重要的品質
  • 判斷要購買技術支援所需的產品時,確定技術支持部門最重要和最不重要的品質
  • 確定“良好”客戶服務和技術支持的屬性,以及有改進機會的地方
  • 主要供應商的顧客服務部門及技術支援部門的滿意度比較
  • 探索研究人員最近的服務/支持經驗,了解如何追求服務並解決問題
  • 了解公共/社交媒體渠道的使用情況,以接收和評論客戶服務和技術支持

調查對象供應商

  • Abcam
  • Agilent Technologies
  • ATCC
  • BD Biosciences
  • Beckman Coulter
  • Bio-Rad Laboratories
  • Bio-Techne (R&D Systems, Novus Biologicals, Protein Simple)
  • Bruker
  • Cell Signaling Technology
  • Eppendorf
  • GE Healthcare Life Sciences
  • IDT (Integrated DNA Technologies)
  • Illumina
  • Leica
  • MilliporeSigma/Merck
  • PerkinElmer
  • Promega
  • QIAGEN
  • Roche Molecular Systems
  • Thermo Fisher Scientific
  • VWR
  • Waters
  • Zeiss
目錄
Product Code: 19-015

Customers in any market often contact customer service and technical support departments when issues with products arise. Customers in the life science space are no different and rely on prompt and effective customer service and technical support from life science suppliers.

Good support from life science suppliers is particularly important as customers rely on the quick resolution of problems so that their workflow is only minimally interrupted when a problem arises. Interactions with customer service and technical support are also particularly important as these interactions can influence the likelihood customers will repurchase from a particular supplier or recommend that supplier to a colleague. Even a single bad experience can cause some customers from ever buying from a particular supplier again.

Customer Service: assistance provided after a purchase decision has been made related to order fulfillment, delivery and billing of products (e.g., a non-technical problem)

Technical Support: advice and assistance provided related to the use of a product/instrument and identifying the correct product for a particular application/experiment based on your technical needs

BioInformatics Inc's report measures performance of major life science suppliers across several key metrics of customer service and technical support, ultimately calculating a Supplier Strength Scorecard comparing each. These results are analyzed by age and region identifying differences that permit suppliers to address their unique issues accordingly. Additionally, product categories, types of products, service channels, pre- and post-purchase experiences with customer service and technical support departments are further explored to uncover areas for improvement and competitive opportunities.

The major objectives of this report are to:

  • Understand the importance of customer service and technical support in purchase decisions and recommending a life science supplier
  • Determine the relative usage and preference for different service/support channels, and the preferred channel usage order when a problem arises
  • Identify the most and least important qualities of a customer service department in the decision to repurchase from a life science supplier
  • Identify the most and least important qualities of a technical support department in the decision to purchase a product/instrument that may require technical assistance from a life science supplier
  • Identify attributes of "good" customer service and technical support, and where there is an opportunity for improvement
  • Benchmark satisfaction with customer service and technical support departments of key life science suppliers
  • Explore researcher's most recent service/support experience to understand how service is sought after and problems are resolved
  • Understand the usage of public/social media channels to receive and comment on customer service and technical support

Life Science Suppliers Included in Detailed Analysis:

  • Abcam
  • Agilent Technologies
  • ATCC
  • BD Biosciences
  • Beckman Coulter
  • Bio-Rad Laboratories
  • Bio-Techne (R&D Systems, Novus Biologicals, Protein Simple)
  • Bruker
  • Cell Signaling Technology
  • Eppendorf
  • GE Healthcare Life Sciences
  • IDT (Integrated DNA Technologies)
  • Illumina
  • Leica
  • MilliporeSigma/Merck
  • PerkinElmer
  • Promega
  • QIAGEN
  • Roche Molecular Systems
  • Thermo Fisher Scientific
  • VWR
  • Waters
  • Zeiss