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생명과학 제품의 고객 서비스 및 기술 지원

Customer Service and Technical Support for Life Science Products

리서치사 BioInformatics Inc.
발행일 2019년 05월 상품 코드 839960
페이지 정보 영문 113 Pages
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US $ 5,000 ₩ 5,995,000 Powerpoint/PDF (Corporate License)


생명과학 제품의 고객 서비스 및 기술 지원 Customer Service and Technical Support for Life Science Products
발행일 : 2019년 05월 페이지 정보 : 영문 113 Pages

생명과학 제품(Life Science Products) 고객을 대상으로 조사한 결과를 바탕으로 주요 공급업체의 고객 서비스 부문 및 기술 지원 부문을 평가했으며, 제품 구입에서 2개 부문의 중요성, 선호하는 서비스/서포트 경로, 중요 속성, 만족도 등으로 스코어카드를 정리했습니다.

조사 목적과 조사 내용

  • 고객의 의사결정과 공급업체 추천에서 고객 서비스 및 기술 지원의 중요성
  • 각종 서비스/서포트 경로의 이용률 및 선호도, 문제 발생시 선택되는 경로 순위
  • 재구입을 판단할 때 고객 서비스 부문에서 가장 중요한 포인트와 중요하지 않은 포인트
  • 기술 지원을 필요로 하는 제품의 구입을 판단할 때 기술 지원 부문에서 가장 중요한 포인트와 중요하지 않은 포인트
  • "우수한"고객 서비스 및 기술 지원의 속성, 개선의 여지가 있는 장소
  • 주요 공급업체의 고객 서비스 부문 및 기술 지원 부문 만족도 비교
  • 연구자의 최근 서비스/서포트 경험 : 요구되는 서비스와 문제 해소법
  • 고객의 퍼블릭/소셜 미디어 경로 이용

조사 대상 공급업체

  • Abcam
  • Agilent Technologies
  • ATCC
  • BD Biosciences
  • Beckman Coulter
  • Bio-Rad Laboratories
  • Bio-Techne(R&D Systems, Novus Biologicals, Protein Simple)
  • Bruker
  • Cell Signaling Technology
  • Eppendorf
  • GE Healthcare Life Sciences
  • IDT(Integrated DNA Technologies)
  • Illumina
  • Leica
  • MilliporeSigma/Merck
  • PerkinElmer
  • Promega
  • QIAGEN
  • Roche Molecular Systems
  • Thermo Fisher Scientific
  • VWR
  • Waters
  • Zeiss
KSM 19.05.22

Customers in any market often contact customer service and technical support departments when issues with products arise. Customers in the life science space are no different and rely on prompt and effective customer service and technical support from life science suppliers.

Good support from life science suppliers is particularly important as customers rely on the quick resolution of problems so that their workflow is only minimally interrupted when a problem arises. Interactions with customer service and technical support are also particularly important as these interactions can influence the likelihood customers will repurchase from a particular supplier or recommend that supplier to a colleague. Even a single bad experience can cause some customers from ever buying from a particular supplier again.

Customer Service: assistance provided after a purchase decision has been made related to order fulfillment, delivery and billing of products (e.g., a non-technical problem)

Technical Support: advice and assistance provided related to the use of a product/instrument and identifying the correct product for a particular application/experiment based on your technical needs

BioInformatics Inc's report measures performance of major life science suppliers across several key metrics of customer service and technical support, ultimately calculating a Supplier Strength Scorecard comparing each. These results are analyzed by age and region identifying differences that permit suppliers to address their unique issues accordingly. Additionally, product categories, types of products, service channels, pre- and post-purchase experiences with customer service and technical support departments are further explored to uncover areas for improvement and competitive opportunities.

The major objectives of this report are to:

  • Understand the importance of customer service and technical support in purchase decisions and recommending a life science supplier
  • Determine the relative usage and preference for different service/support channels, and the preferred channel usage order when a problem arises
  • Identify the most and least important qualities of a customer service department in the decision to repurchase from a life science supplier
  • Identify the most and least important qualities of a technical support department in the decision to purchase a product/instrument that may require technical assistance from a life science supplier
  • Identify attributes of "good" customer service and technical support, and where there is an opportunity for improvement
  • Benchmark satisfaction with customer service and technical support departments of key life science suppliers
  • Explore researcher's most recent service/support experience to understand how service is sought after and problems are resolved
  • Understand the usage of public/social media channels to receive and comment on customer service and technical support

Life Science Suppliers Included in Detailed Analysis:

  • Abcam
  • Agilent Technologies
  • ATCC
  • BD Biosciences
  • Beckman Coulter
  • Bio-Rad Laboratories
  • Bio-Techne (R&D Systems, Novus Biologicals, Protein Simple)
  • Bruker
  • Cell Signaling Technology
  • Eppendorf
  • GE Healthcare Life Sciences
  • IDT (Integrated DNA Technologies)
  • Illumina
  • Leica
  • MilliporeSigma/Merck
  • PerkinElmer
  • Promega
  • QIAGEN
  • Roche Molecular Systems
  • Thermo Fisher Scientific
  • VWR
  • Waters
  • Zeiss
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