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SUMMARY
Overview
To build enduring loyalty, life science suppliers must constantly exceed
customer expectations. Customer Satisfaction & Loyalty in the Life
Sciences: Boosting Profit Through Exceptional Service & Support examines
in detail what elements of customer service and technical support influence
the customer's experience and drive customer satisfaction and loyalty. This
report will enable suppliers to benchmark their performance against their
direct competitors in key segments and identify areas of strength and also
where improvements can be made in their service offerings.
Customer Satisfaction & Loyalty
For this report, we surveyed over 1,000 scientists from around the world to
measure their overall satisfaction with life science brands. Loyalty to your
brand accrues each time a customer has a positive experience while ordering
products from you. As scientists' levels of satisfaction grow higher, their
brand loyalty continues to grow. In essence, the more often customers interact
with your brand, the more chances you have of ensuring their loyalty.
Customer Engagement
A highly engaged customer is not only more likely to purchase from you again
but also to recommend your products to colleagues. We looked at which brands
currently have the most highly engaged customers and what aspects of the
purchasing experience are most likely to increase a customer's level of
engagement. In order to delve more deeply into customer engagement, we
assessed:
- Customer perceptions of leading brands
- Overall satisfaction with life science brands
- Repeat customer potential of leading brands
- Brand promotion opportunities
Meeting Your Customers' Service and Support Needs
The sales process does not end with the purchase. In fact, postsale customer
interaction is key to creating repeat business. A poor service or support
experience can turn even the most highly engaged customer into a detractor.
This report identifies which products are most likely to require service
and/or support, as well as the most common reasons for customers to request
help, so that you can train your staff to be prepared. In addition we looked
at the frequency with which customers would like to interact with your company
representatives so that you will be equipped to strike the right balance and
improve the satisfaction levels of your customers.
From the customer's perspective, a purchase initiates a relationship.
Scientific customers, especially those using highly specialized products,
usually want and need an ongoing relationship with their supplier's customer
service and technical support staff. We identify how you can effectively train
your service and support personnel in order to improve your customer service
offerings. Most often, the support staff of your company is the final contact
with a customer. Find out how to avoid leaving a lasting bad impression.
In Customer Satisfaction & Loyalty in the Life Sciences: Boosting Profit
Through Exceptional Service & Support, we reveal the secrets to increasing
your brand's profitability by creating highly satisfied customers who are not
just loyal to your products but also have an emotional attachment to your high
level of service and support.
TABLE OF 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
- Questionniare 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
- Other Recent Publications
- About BioInformatics, LLC
- Our Valued Clients
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