市场调查报告书

生命科学产品的顾客服务及技术支援

Customer Service and Technical Support for Life Science Products

出版商 BioInformatics Inc. 商品编码 839960
出版日期 内容资讯 英文 113 Pages
商品交期: 最快1-2个工作天内
价格
生命科学产品的顾客服务及技术支援 Customer Service and Technical Support for Life Science Products
出版日期: 2019年05月14日内容资讯: 英文 113 Pages
简介

本报告从针对生命科学产品客户所做的调查结果,得出主要供应商的顾客服务部门及技术支援部门评估,汇整购买产品上2部门的重要性,偏好的服务/支援途径,重要属性,满意度等计分卡。

调查目的·调查内容

  • 了解客户服务和技术支持在购买决策中的重要性,并推荐生命科学供应商
  • 确定不同服务/支持渠道的相对使用情况和偏好,以及出现问题时的首选渠道使用顺序
  • 在决定向生命科学供应商处购买时,确定客户服务部门最重要和最不重要的品质
  • 判断要购买技术支援所需的产品时,确定技术支持部门最重要和最不重要的品质
  • 确定“良好”客户服务和技术支持的属性,以及有改进机会的地方
  • 主要供应商的顾客服务部门及技术支援部门的满意度比较
  • 探索研究人员最近的服务/支持经验,了解如何追求服务并解决问题
  • 了解公共/社交媒体渠道的使用情况,以接收和评论客户服务和技术支持

调查对象供应商

  • 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
目录
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