Customer Service & Technical support for Life Science Products: Customer Preferences (11-002) Available at pre-release pricing until May 13, 2011
To aid life science suppliers in optimizing customer service and technical support offerings, BioInformatics LLC’s upcoming market report quantifies scientists’ preferences with regards to problem resolution. This primary research report delves into recent service & support experiences, opinions about how major suppliers handle service inquiries and channels scientists prefer to use to resolve service issues.
The scope of this study encompasses website and social media platforms that scientists now rely on to get questions answered and problems resolved. Additionally, major suppliers’ service departments are evaluated on the basis of scientists’ satisfaction with how the company handles service issues. The following suppliers were among the answer choices in the survey:
AB Sciex (Danaher)
Affymetrix
Agilent Technologies
Applied Biosystems (Life Technologies)
BD Biosciences
Beckman Coulter
Bio-Rad Laboratories
Caliper
Cell Signaling Technologies
Corning Life Sciences
Dharmacon (Thermo Fisher Scientific)
EMD Biosciences (Merck Biosciences)
Eppendorf
Eurogentec
Fermentas
Fisher Scientific (Thermo Fisher Scientific)
GE Healthcare
Illumina
Invitrogen (Life Technologies)
Leica Microsystems (Danaher)
Luminex
Millipore (EMD Millipore)
Molecular Devices (Danaher)
New England Biolabs
Pacific Biosciences
Pall
PerkinElmer Life and Analytical Sciences
Pierce (Thermo Fisher Scientific)
Promega
Qiagen
R&D
Systems
Roche Applied Science
Sigma-Aldrich
Takara Bio
Thermo Scientific (Thermo Fisher Scientific)
VWR Scientific Products
Waters
“Developing a service infrastructure that yields quick, satisfactory resolutions to customer complaints is not easy to do in an industry with high-tech problems and complex solutions,” states Tamara Zemlo, Ph.D., MPH, Vice President of Advisory Services. Dr. Zemlo adds: “However, not figuring it out is not an option for most suppliers. One key finding in the report is that when making a purchasing decision about an instrument, 73% of the respondents place a high degree of importance on the supplier’s customer service, and 90% of the respondents place a high degree of importance on the supplier’s technical support.”
To learn more about Customer Service & Technical Support for Life Science Products: Customer Preferences, a complimentary Executive Summary is available here: http://gene2drug.com/index.php?page=reports&id=213
ABOUT BIOINFORMATICS, LLC
BioInformatics, LLC is the premier research and advisory firm serving the life science industry. By leveraging our professional social network of more than 60,000 life scientists, we have supported more than 300 companies and provided insights that lead to better business decisions. Our assignments include assessing the size and attractiveness of markets, optimizing product configurations and pricing, validating corporate acquisitions, measuring customer loyalty, and evaluating brand strength and positioning.
For more information contact:
Mary Follin
Manager, Marketing/Sales
BioInformatics, LLC
2111 Wilson Blvd., Suite 250
Arlington, VA 22201
703.778.3080 x13 (phone)
m.follin@gene2drug.com
http://www.gene2drug.com/
