2024年に向けたベンチマーキング：ライフサイエンスのカスタマーエクスペリエンス

ライフサイエンス研究者の期待が高まり続ける中、カスタマーエクスペリエンスを理解することで、サプライヤーは改善点を特定し、主要な競合他社とのベンチマークを行うことができます。2024年、当社はカスタマーエクスペリエンス戦略の改善を目指すサプライヤーを支援するため、縦断的調査を継続しました。

当レポートでは、複数の年（2016年、2018年、2019年、2020年、2021年、2022年、2023年、2024年）にわたる28の異なるサプライヤーのパフォーマンスを詳細に分析し、サプライヤーの戦略が時間とともにカスタマーエクスペリエンスのスコアをどのように形成してきたかを深堀りしています。2024年版では、760人の科学者に、製品認知、選択、サービス、サポートといった特定のタッチポイントにおける体験を評価してもらっています。回答者には、広告の信憑性、製品検索のしやすさ、プロモーションや価格設定への満足度、カスタマーサポートとのやり取りなどについての認識が調査されました。

対象企業

目次（トップラインレポート）

目次

• 研究の概要と目的
• エグゼクティブサマリー
• 人口統計
• ライフサイエンスサプライヤーランキング
• Tableauの操作
• 調査手法
• 米国について

目次（Tableau）

• カスタマーエクスペリエンスプロファイル
• ライフサイエンスのカスタマーエクスペリエンス
• ライフサイエンスのカスタマーエクスペリエンスのトレンド
• タッチポイントのパフォーマンス
• 象限分析
• COVID-19の影響（2020年～2023年）
• 追加の質問と人口統計
• 調査手法

As life science researchers continue to elevate their expectations, understanding customer experience enables suppliers to identify areas of improvement and benchmark against their key competitors. In 2024, we continued a longitudinal study to support suppliers looking to improve their customer experience strategy. The outcome is our latest report, "Benchmarking for 2024: Understanding the Life Science Customer Experience".

This study offers an in-depth analysis of the performance of 28 different suppliers across multiple years (2016, 2018, 2019, 2020, 2021, 2022, 2023, 2024), with a deep dive into how supplier strategies have shaped customer experience scores over time. In the 2024 edition, we asked 760 scientists to evaluate their experiences during specific touchpoints, such as product awareness, selection, service, and support. Respondents were probed on their perceptions of the believability of advertising, ease of searching for products, satisfaction with promotions and pricing, interactions with service customer support, and more.

The report includes a Tableau workbook and will allow you to:

• Uncover and compare single and multi-year customer experience performances for 28 leading brands.
• Explore touchpoint-specific trends since 2016.
• Gain insights into customer satisfaction drivers across different market segments and regions.
• Track generational shifts in customer experience expectations.

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. Want only to see YOUR company's information and survey responses and produce a report? You can do that. Want to compare your company against a few competitors? Use Tableau for this function. Our team can provide tutorials for navigating this report upon request.

This report equips teams with the insights needed to stay ahead in the competitive life science market. Understanding customer experience enables suppliers to cultivate relationships with current customers and build relationships with new ones.

Study Objectives:

• Understand and compare single and multi-year customer experience performance for 28 brands.
• Explore customer satisfaction on specific touchpoints associated with the pre-purchase experience, product experience, and post-purchase experience.
• Understand the relative importance of specific attributes for customer experience.
• Determine supplier rankings and long-term trends in customer experience since 2016.

Companies Mentioned:

Ranked Touchpoints:

• Product Awareness
• Product Knowledge
• Product Selection
• Product Integrity
• Service Provided
• Support Provided
• Satisfaction and Loyalty

Table of Contents (Topline Report)

Table of Contents

• 1. Study Overview and Objectives
• 2. Executive Summary
• 3. Demographics
• 4. Life Science Supplier Rankings
• 5. Navigating Tableau
• 6. Methodology
• 7. About Us

Table of Contents (Tableau)

• 1. Customer Experience Profile
• 2. Life Science Customer Experience
• 3. Life Science Customer Experience Trended
• 4. Touchpoint Performance
• 5. Quadrant Analysis
• 6. COVID-19 Impact (2020-2023)
• 7. Additional Questions & Demographics
• 8. Methodology

*Note: Trending is provided on most dashboards within the Tableau workbook for 2016-2024.