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市場調査レポート

ライフサイエンス製品のカスタマーサービスおよびテクニカルサポート

Customer Service and Technical Support for Life Science Products

発行 BioInformatics Inc. 商品コード 839960
出版日 ページ情報 英文 113 Pages
納期: 即日から翌営業日
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本日の銀行送金レート: 1USD=109.52円で換算しております。
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ライフサイエンス製品のカスタマーサービスおよびテクニカルサポート Customer Service and Technical Support for Life Science Products
出版日: 2019年05月14日 ページ情報: 英文 113 Pages
概要

当レポートでは、ライフサイエンス製品顧客を対象に調査を行った結果から、主要サプライヤーのカスタマーサービス部門およびテクニカルサポート部門を評価し、製品購入における2部門の重要性、好みのサービス/サポート経路、重要属性、満足度などからスコアカードをまとめています。

調査目的・調査内容

  • 顧客による意思決定・サプライヤー推薦におけるカスタマーサービス&テクニカルサポートの重要性
  • 各種サービス/サポート経路の利用率および好み・問題発生時に選ばれる経路順位
  • 再購入を判断する際、カスタマーサービス部門でもっとも重要視するポイント・しないポイント
  • テクニカルサポートを必要とする製品の購入を判断する際、テクニカルサポート部門でもっとも重要視するポイント・しないポイント
  • 「優れた」カスタマーサービスおよびテクニカルサポートの属性・改善の余地のある場所
  • 主要サプライヤーのカスタマーサービス部門およびテクニカルサポート部門の満足度の比較
  • 研究者による最近のサービス/サポートエクスペリエンス:求められるサービス・問題解消法
  • 顧客によるパブリック&ソーシャルメディア経路の利用

調査対象サプライヤー

  • 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
目次
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
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