Benchmarking for 2022: Understanding the Life Science Customer Experience

Understanding the Life Science Customer Experience

We’ve Spoken To Your Customers

Understanding the overall customer experience, from pre-purchase experience, to product experience, to post-purchase experience, is more important now than ever before. Customer experience offers an opportunity for suppliers to differentiate themselves from other suppliers in a crowded life science marketplace on something more than product performance and price. An excellent customer experience is key to both maintaining relationships with current customers, as well as building and expanding new relationships with potential customers.

As life science customers continue to raise their expectations of suppliers the need to improve and understand aspects of the customer experience where improvements are needed or where competitors are leading the way has never been greater.

The Voice of 780 Instrument, Consumable and Supply Customers

The scope of this study offers in-depth analysis across multiple waves (years: 2016, 2018, 2019, 2020, 2021, 2022) of customer experience benchmarking, tracking the performance of 27 different suppliers and allowing for analysis of how suppliers’ strategies have impacted customer experience scores over time and how they compare to other suppliers over time.

This year, we’ve asked 780 scientists to evaluate the suppliers they use on the customer touchpoints that occur during the evaluation of products, selecting and using products, and customer support after the sale.

The report, included with the tableau dashboard, will allow you to:

• Understand and compare single and multi-year overall customer experience performance for 27 brands
• Understand and compare single and multi-year customer experience on the touchpoints
• Understand the relative importance of attributes for customer experience for 27 brands
• Understand and compare regional trends in customer experience
• Understand and compare generational trends in customer experience
• Understand and compare trends in customer experience by employment sector

They’ve Ranked Companies On Various Touchpoints

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

The report analyzes those reports and compares the results to a timeframe back to 2016. Then, the report asks survey respondents how important each touch point was to them.