Contents:

Section 1: Analysis and Interpretation of Survey Results - Introduction - Study Objectives - Significant Findings Benchmarking Customer Satisfaction & Loyalty - Overall Satisfaction with Life Science Brands - Repeat Customer Potential of Leading Brands - Brand Promotion Opportunities - Customer Perceptions of Leading Brands Customer Engagement with Life Science Brands - Brand Profiles by Customer Engagement Levels - Demographics of Highly Engaged Customers Customer Service and Support Needs - Frequency of Customer Interaction with Brand-Representatives - Types of Products Requiring the Most Service and Support - Common Reasons Customers Call for Service and Support Providing Exceptional Service and Support - Training Effective Service and Support Personnel - Improving Your Customer Service Offerings - How to Avoid Disappointing Your Customer - Secrets to Increasing Profitability - Conclusion Section 2: Study Methodology and Demographics - Questionnaire Overview - Questionnaire Design - Analytical Techniques - Demographics - Questionnaire Section 3: Presentation of Survey Data Brand Usage - Brands Currently Used by Life Scientists - Frequency of Interactions with Company Representatives - Length of Time Favored Brands Have Been Used Feelings About Current Brands Used - Overall Level of Satisfaction With Current Brand - Likelihood of Continued Use With Current Brand Choice - Likelihood of Recommending Current Brand to a Colleague or Friend - Levels of Emotional Response and Expectations of Preferred Brand Opinions About Customer Service - First Contact When Answering a Non-Technical Problem - Products That Most Often Require Customer Service - Reasons Most Often Leading to Contact with Customer Service Department - Importance of Specific Qualities Found in Effective Customer Service Departments - Most Important Priority of Life Science Customer Service Departments - Satisfaction Levels with Specific Types of Assistance Received from Customer Service - Overall Satisfaction with Customer Service Received in the Past 12 Months Opinions About Technical Support - First Source of Assistance for Technical Problems - Products for which Technical Assistance is Most Often Required - Most Frequent Reason to Contact Technical Support - Frequency in which Sales Reps are Considered a Good Source of Technical Support and Advice - Importance of Specific Qualities Found in Effective Technical Support Departments Increasing Your Customer Satisfaction and Loyalty - Point at which Most Life Science Suppliers Fail to Live up to Customer Service and/or Technical Support Expectations - Best Way to Improve the Level of Customer Service and Technical Support - Decision Making Based on Service-Oriented Traits Demographics Section 4: Appendices - Insights and Perspectives - Company Performance Profiles - Cross-Tabulations by Supplier

Methodology

1,115 scientists completed a 29-question survey between June 21 and June 27, 2007. The electronic questionnaire was fielded to registered members of The Science Advisory Board, an online community of tens of thousands of scientists, physicians and healthcare professionals from around the world. 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. Special analytical techniques used to prepare the report include: - Derived Importance Model for the construction of quadrant charts relating satisfaction levels with key attributes of life science suppliers’ customer service departments. - Net Promoter Score analysis designed to calculate the percentage of a supplier’s customers who are so satisfied and loyal to a supplier’s brand that they are promoting the brand to their colleagues based on their experiences with the supplier’s customer service and technical support. - Customer Engagement Model measures customer engagement, links the outcome to financial performance, and is an effective tool for brand management, segmentation, positioning, and differentiation. - ‘Connection Between Receptivity to Sales Reps and Customer Engagement’ assesses the link between science’s responses in the report; “Improving Sales Rep Performance in the Life Sciences” (published in April 2007) and their levels of engagement measured in this title. Market Segment Respondents=1,115 Academic 684 61% Pharmaceutical/Biotechnology 243 22% Hospital or University Medical Center 57 5% Government 54 5% Contract Research 30 3% Medical Device/Diagnostics 17 2% Commercial Testing Lab 16 1% Private Research 14 1% Job Position Respondents=1,115 Staff Scientist 245 22% Post Doctoral Fellow 217 19% Principal Investigator 214 19% Lab Director/Supervisor/Coordinator 141 13% Professor/Teacher 137 12% Graduate Student/Research Assistant 118 11% Laboratory Technician 31 3% Department Head 7 1% Production/Manufacturing 4 <1% Pharmacist 1 <1% Geographic Region Respondents=1,115 North America 619 56% Europe 387 35% Asia 80 7% Australasia/Pacific 21 2% Central/South America 4 <1% Africa 4 <1%