2023 年基准测试：了解生命科学客户体验

在当今竞争激烈的生命科学市场中，有效且有效率的客户体验是成功的关键。 对于供应商来说，这是一个在拥挤的市场中脱颖而出并脱颖而出的绝佳机会，可以扩大与现有客户的关係，并与潜在客户建立新的关係。 随着消费者期望的不断提高，了解产品性能和价格之外的客户体验可以帮助供应商确定需要改进的领域，并了解竞争对手的领先优势。Masu。

本报告调查了世界各地生命科学领域的客户体验。 我们对28 家供应商多年来的客户体验基准（2016、2018、2019、2020、2021、2022 和2023）的绩效进行了详细分析，发现供应商策略随着时间的推移改善了客户体验。我们分析了我们如何形成我们的分数以及各个供应商随着时间的推移与竞争对手的比较。 它还提供当前趋势、COVID-19 影响以及进入市场的公司简介和排名等。

目录（顶线报告）

• 调查摘要和目的
• 执行摘要
• 人口统计
• 生命科学供应商排名
• Tableau 操作
• 调查方法
• 联络我们

目录（Tableau）

• 客户体验简介
• 生命科学客户体验
• 生命科学客户体验趋势
• 接触点效能
• 象限分析
• 新冠肺炎 (COVID-19) 的影响（2020-2023 年）
• 其他问题和人口统计数据
• 调查方法

上市公司

• Abcam
• Agilent Technologies
• ATCC
• BD Biosciences
• Beckman Coulter
• Bio-Rad Laboratories
• Bio-Techne
• Bruker
• Cell Signaling Technology
• Corning Life Sciences
• Cytiva
• Eppendorf
• IDT
• Illumina
• Leica
• MilliporeSigma/Merck
• New England Biolabs
• Promega
• QIAGEN
• Revvity
• Roche Molecular Systems
• Sartorius
• SCIEX
• Tecan
• Thermo Fisher Scientific
• VWR
• Waters
• Zeiss

对项目进行排名

• 产品认知度
• 产品知识
• 产品选择
• 产品完整性
• 提供的服务
• 提供支持
• 满意度和忠诚度

In today's fiercely competitive life science market, an effective and efficient customer experience is the key to success. It's a golden opportunity for suppliers to differentiate themselves and stand out in a crowded marketplace to expand their relationships with current customers, while building new relationships with prospective customers. As consumers continue to elevate their expectations, understanding customer experience beyond mere product performance and price enables suppliers to identify areas of improvement and pinpoint where competitors are leading the way.

To help suppliers better navigate the intricacies of customer experience in the life science industry, we designed a study to deliver actionable insights to suppliers looking to improve their customer experience strategy. The outcome is our newest report, “Benchmarking for 2023: Understanding the Life Science Customer Experience”.

This study offers in-depth analysis of the performance of 28 different suppliers across multiple years (2016, 2018, 2019, 2020, 2021, 2022, 2023) of customer experience benchmarking, allowing for analysis of how supplier strategies have shaped customer experience scores over time and how individual suppliers compare to their competitors over time.

In the 2023 edition, we asked 786 scientists to evaluate their experience with suppliers during specific touchpoints including the evaluation of products, selection and usage of products, and customer support after the sale. Two new attributes were added to the Product Selection touchpoint this year to probe satisfaction with product inventory, shipping updates, and on-time delivery.

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

• Uncover and compare single and multi-year customer experience performances for 28 top-tier brands.

• Explore the intricacies of customer experience at different touchpoints, single and multi-year trends.

• Gain clarity on the relative significance of attributes that drive customer satisfaction across 28 brands.

• Discern regional nuances in customer experience trends.

• Track generational shifts in customer experience expectations.

• Investigate how various employment sectors influence customer experience trends.

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.

A key tool for suppliers looking to gain a competitive edge, this report equips teams with the insights needed to stay ahead of the competition.

Study Objectives

• Understand and compare single and multi-year customer experience performance for 28

• 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.

Table of Contents (Topline Report)

• 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 2016-2023.

Companies Mentioned:

• 1. Abcam
• 2. Agilent Technologies
• 3. ATCC
• 4. BD Biosciences
• 5. Beckman Coulter
• 6. Bio-Rad Laboratories
• 7. Bio-Techne
• 8. Bruker
• 9. Cell Signaling Technology
• 10. Corning Life Sciences
• 11. Cytiva
• 12. Eppendorf
• 13. IDT
• 14. Illumina
• 15. Leica
• 16. MilliporeSigma/Merck
• 17. New England Biolabs
• 18. Promega
• 19. QIAGEN
• 20. Revvity
• 21. Roche Molecular Systems
• 22. Sartorius
• 23. SCIEX
• 24. Tecan
• 25. Thermo Fisher Scientific
• 26. VWR
• 27. Waters
• 28. Zeiss

Ranked Touchpoints:

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