Benchmarking for 2020: Understanding the Life Science Customer Experience
|出版日期||內容資訊||英文 76 Pages
|理解2020年的基準:生命科學的客戶經驗 Benchmarking for 2020: Understanding the Life Science Customer Experience|
|出版日期: 2020年09月30日||內容資訊: 英文 76 Pages||
Understanding the Life Science Customer Experience
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.
This year due to the COVID-19 pandemic, questions were asked measuring customer experience specifically on pandemic=related touchpoints
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.
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:
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.