市場調查報告書

生命科學的客戶經驗的把握:2019年的基準

Benchmarking for 2019: Understanding the Life Science Customer Experience

出版商 BioInformatics Inc. 商品編碼 912868
出版日期 內容資訊 英文 79 Pages
商品交期: 最快1-2個工作天內
價格
生命科學的客戶經驗的把握:2019年的基準 Benchmarking for 2019: Understanding the Life Science Customer Experience
出版日期: 2019年08月13日內容資訊: 英文 79 Pages
簡介

本報告提供生命科學市場上供應商的效能追蹤調查 (2016年,2018年,2019年) ,影響供應商的策略客戶經驗評分的相關調查,今年800人以上的科學家為對象,產品的評估,產品的選擇與使用,及使用銷售後的顧客支援上產生的顧客接觸點的供應商評價。

第1章 摘要整理

第2章 概要

  • 生命科學市場的客戶經驗模式
  • 接觸點的特徵
  • 各接觸點的效能
  • 提供Plus的客戶經驗
  • 最大限度活用本報告

第3章 生命科學的供應商排行榜

  • 客戶經驗評分
  • 產品認識
  • 產品知識
  • 產品選擇
  • 產品整合性 (產品完整性)
  • 服務的提供
  • 支援的提供
  • 滿意度、忠誠度
  • 接觸點的相對的重要性

第4章 調查手法、人口統計

第5章 About Us

  • BioInfo and Science & Medicine Group, Inc.

第6章 附錄

目錄
Product Code: 19-018

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.

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 three waves (years: 2016, 2018, and 2019) 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. This year, we've asked over 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.

Companies covered:

  • Abcam
  • Agilent Technologies
  • ATCC
  • BD Biosciences
  • Beckman Coulter
  • Bio-Rad Laboratories
  • Bio-Techne (R&D Systems, Novus Biologicals, Protein Simple)
  • Bruker
  • Cell Signaling Technology
  • Corning Life Sciences
  • Eppendorf
  • GE Healthcare Life Sciences
  • Illumina
  • IDT (Integrated DNA Technologies)
  • 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

Section 2: Overview

  • Customer Experience Model for the Life Science Market
  • Touchpoint Attributes
  • Performance at Each Touchpoint
  • Delivering a Positive Customer Experience
  • Getting the Most Out of This Report

Section 3: Life Science Vendor 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: Methodology and Demographics

  • Methodology
  • Demographics

Section 5: About Us

  • BioInfo and Science & Medicine Group, Inc.

Section 6: Appendix

  • Relative Importance of Touchpoints- Top 10 Suppliers
  • Supplier Profiles- Top 10 Suppliers