理解2020年的基準:生命科學的客戶經驗

從產品的購買前到購買後，理解客戶經驗的全體，比以往更重要 。生命科學市場上，提供供應商與其他供應商差異化的機會。出色的客戶經驗，不僅為了維持目前客戶的關係，也是構築、擴大跟潛在客戶的新關係的關鍵。

本報告提供全球生命科學市場27家供應商相關客戶經驗調查分析之系統性資訊。

對象企業:

目錄

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
• 接觸點的屬性
• 每個接觸點的成果
• 積極的客戶經驗的提供
• 最大限度有效利用報告

第3章 生命科學供應商的排行榜

• 客戶經驗評分
• 產品的認識
• 產品的知識
• 產品的選擇
• 產品的完整性
• 服務的提供
• 支援的提供
• 滿意度和忠誠度
• 接觸點的相對重要性

第4章 調查手法和人口統計

• 調查手法
• 人口統計

第5章 關於出版社

• BioInfo and Science & Medicine Group, Inc.

第6章 附錄

Understanding the Life Science Customer Experience

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.

Tracking Experiences Related to COVID-19

This year due to the COVID-19 pandemic, questions were asked measuring customer experience specifically on pandemic=related touchpoints

• To what extent have the following supplier-related services been IMPACTED due to the COVID-19 pandemic in your area of work?

• In what way exactly have the following supplier-related services been HIGHLY IMPACTED due to the COVID-19 pandemic?

• How would you rate your SATISFACTION with the following suppliers' customer support (phone/online and application specialist support) during the COVID-19 pandemic?

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 four waves (years: 2016, 2018, 2019 and 2020) 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 820+ Customers

This year, we've asked over 820 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 26 brands

• Understand and compare single and multi-year customer experience on the touchporstand 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:

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 4: About Us

• BioInfo and Science & Medicine Group, Inc.

Section 5: Appendix

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