Table of Contents
Section 1. Analysis and Interpretation of Survey Results
- Introduction
- Study Objectives
- Significant Findings
- eCommerce Stats
- Types of products ordered online
- Amount spent per online order
- Frequency of online orders
- eCommerce Forecasts
- Spending growth rate projections
- Product value rankings
- Customer value rankings
- Customer Evaluation of eCommerce Sites
- Companies frequented for online ordering
- User-friendly online ordering sites
- Customer satisfaction with online ordering tools
- Optimizing the Customer' s eCommerce Experience
- Pricing
- Web site functionality
- Customer service
- Product selection
- Payment Options
- Order-related information
- Increasing eCommerce Adoptionc
- Customizing the online shopping experience
- Encouraging repeat business
- Balancing risks and benefits
- Overcoming customer-perceived challenges
- Engaging non-adopters
Conclusion
Section 2. Study Methodology and Demographics
- Questionnaire Overview
- Questionnaire Design
- Analytical Techniques
- Demographics
- Questionnaire
Section 3. Presentation of Survey Data
- Use of eCommerce
- Greatest benefit of eCommerce
- Greatest potential risk of eCommerce
- Percent of lab' s orders placed online, by product category
- Online purchase of equipment or instrumentation costing more than $5,000
USD
- Types of life science products personally ordered online
- Reasons for not placing life science product orders online
- eCommerce Purchasing Behavior
- Average amount of money spent per online order, by product category
- Expected change in average amount of money per online order, by product
category
- Typical number of online orders placed over a 12-month period, by
product category
- Recency of last online order, by product category
- Preferences for Online Pricing of Life Science Products
- Use of a Web site' s eCommerce features to find product pricing for
making a purchasing decision
- Frequency of purchasing after checking the price online
- Importance of visibility of specific pricing options in determining
whether to purchase from supplier' s Web site
- Importance of pricing when making a decision to purchase products
online, by product category
- Opinions of Web Site Functionality
- Amount of time respondents are willing to wait for the results of a
product search conducted through a company' s Web site
- Typical means of finding specific products of interest on companies' Web
pages
- Frequency of finding the information sought on the first search when
using a company' s Web site search function
- Expectations of length of time to complete checkout process on a
company' s Web page
- Importance of the speed of the Web site in making the decision to
purchase a product online
- Views of Online Customer Service
- Importance of ability to access specific types of orderrelated
information online
- Preferred means of communicating with a company representative for
questions during online ordering
- Length of time respondents are willing to wait for a company' s
representative to contact them after they' ve indicated a need for assistance
in online ordering
- Online Ordering from Life Science Web Sites
- Online purchases made from companies that are primarily manufacturers
vs. from companies that are primarily distributors
- Companies from which products are currently ordered online
- Most user-friendly online ordering among the companies currently
purchased from
- Shopping Experience with Most User-Friendly Supplier
- Importance of breadth of products from supplier to online purchasing
decision
- When ordering a product online, likelihood of ordering other products
from same supplier out of convenience
- Typical method of payment for online orders with supplier
- Preferred method of payment for online orders with supplier
- Satisfaction with specific Web site features of supplier
- Overall satisfaction with supplier' s Web site features
- Specific features that help customize online shopping experience with
supplier
- Which Web site features would encourage respondents to purchase products
online again from supplier
- Preferred way of obtaining documentation of order
- Challenges to Increasing Use of eCommerce
- Issues that prevent the lab from spending a greater percentage of its
overall budget online
- Level of concern about security breaches when purchasing life science
products online
Demographics
Section 4. Appendices
- Insights and Perspectives
- Supplemental Analysis and Cross-Tabulations of Survey Data
- Supplier Quadrant Analysis
- Other Recent Publications
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