At many life science companies, customer service and technical support
activities have traditionally lacked the excitement associated with developing
innovative technologies and products for research. However, the value of
customer service and technical support in this market has increasingly been
recognized over the past decade. This second edition of Service & Support
for Life Science Products is based on a detailed 33-question survey of over
1,200 life scientists. The 2004 edition re-examines the expectations of
scientific customers as they relate to service and technical support from their
suppliers. By helping these suppliers to fully understand these expectations,
this report will assist them in building customer loyalty through responsive
service and support.
The major objectives of this report are as follows:
- * Identify the most important attributes of the Customer Service and
Technical Support departments
- * Understand the ways in which life scientists prefer to order and receive
products and to identify common problems encountered during this process
- * Identify the reasons why customers contact the Technical Support
department
- * Determine the preferred ways to receive written instructions or advice
on the use of a product
- * Ascertain the most important Web site features that facilitate customer
service and technical support
- * Identify the life science suppliers that are perceived as offering
"best-in-class" customer service and technical support
- * Understand how scientists' behaviors and preferences vary based on
their level of satisfaction with the Customer Service and Technical Support
departments
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