Contents:

Introduction Significant Findings - Market Overview of Maintenance and/or Service Contracts - Competitive Analysis of Maintenance and/or Service Contracts - Perceived Costs and Value of Maintenance and/or Service Contracts - Customer Satisfaction with Maintenance and/or Service Contracts - Customer Preferences for Maintenance and/or Service Contracts - Receptivity to Multi-Vendor Maintenance and/or Service Contracts - Conclusion Methodology and Questionnaire - Questionnaire Overview - Questionnaire Design - Demographics - Questionnaire: Your Experience with Maintenance and Service Contracts Presentation of Survey Data - Your Experience with Maintenance and/or Service Contracts - Evaluating Your Lab's Maintenance and/or Service Contracts - The Terms of your Lab’s Maintenance and/or Service Contracts - Your Ideal Maintenance and/or Service Contract - Demographics - Operational Research Budget - Role in Instrumentation Selection - Market Segment - Job Position - Geographic Region - Area of Research Appendices - Appendix A: Insights and Perspectives - Appendix B: Cross-Tabulations of Survey Data

Methodology

Instrumentation Service Contracts: Opportunities for Differentiation iis based on responses to a 27-question online survey. 528 scientists who regularly use a piece of instrumentation for which their laboratory has a maintenance and/or service contract participated in this survey between April 29 and May 9, 2008. The electronic questionnaire was fielded to registered members of The Science Advisory Board. The Science Advisory Board is divided into two panels (Research and Clinical) and “convenes” regularly via the World Wide Web (www.scienceboard.net) to voice their opinions on a wide variety of issues relating to biomedical research and clinical technologies. These experts—representing all aspects of the life sciences and medicine—have agreed to make themselves available to participate in our online research activities. The Science Advisory Board members who participated in this study were drawn from the Board’s Research Panel. Market Segment Respondents=528 Academic 234 44% Pharmaceutical/Biotechnology 94 18% Hospital or University Medical Center 66 12% Government 58 11% Contract Research 17 3% Private Research 16 3% Medical Device/Diagnostics 15 3% Healthcare Network/Facility 11 2% Commercial Testing Lab 8 2% Group/Private Practice 4 1% Other 3 1% Managed Care 2 <1% Job Position Respondents=528 Staff Scientist 114 22% Lab Director/Supervisor/Coordinator 95 18% Graduate Student/Research Assistant 69 13% Professor/Teacher 66 12% Principal Investigator 57 11% Post Doctoral Fellow 56 11% Laboratory Technician 22 4% Department Head 15 3% Quality Assurance/Quality Control 7 1% IS Manager/Specialist 5 1% Physician 4 1% Other 4 1% Purchasing Agent/Buyer 3 1% Administrator 2 <1% Medical Technologist 2 <1% Pharmacist 2 <1% Production/Manufacturing 2 <1% Bioengineer 1 <1% Materials Management/Purchasing 1 <1% Nurse/Nurse Practitioner 1 <1% Geographic Region Respondents=525 North America 297 57% Europe 114 22% Asia 86 16% Australasia/Pacific 14 3% Central/South America 9 2% Africa 5 1% Area(s) of Research Respondents=528 Molecular Biology 300 57% Biochemistry 254 48% Biotechnology 223 42% Cell Biology 213 40% Microbiology 169 32% Genetics 165 31% Immunology/Virology 155 29% Drug Discovery/R&D 139 26% Protein Chemistry 138 26% Bioinformatics 130 25% Biomedical Technology 112 21% Pharmacology 108 20% Neuroscience 89 17% Other 89 17% Pathology 74 14% Physiology 74 14% Toxicology 68 13% Biostatistics 67 13% Organic Chemistry 64 12% Biophysics 55 10% Agriculture 52 10% Plant Biology 52 10% Food Science 50 9% Hematology 47 9% Zoology 38 7% Anatomy 37 7% Ecology 34 6% Forensics 34 6% Process Engineering 34 6% Veterinary Science 30 6%