Service & Support for Life Science Produts

Service & Support for Life Science Products REPORT #03-071

Section 1. Analysis and Interpretation of Survey Results

1-1 Introduction

1-5 Customer Service

1-14 Technical Support

1-23 Conclusion

2-1 Objectives

2-1 Comments

2-3 Understanding Quadrant Analysis

2-3 Derived Importance

2-3 Plotting Attributes on a Quadrant Map

2-4 Assumptions

2-5 Definition of Terms

2-6 Demographics

2-7 Questionnaire

Section 3. Presentation of Survey Data Customer Service

3-1 Percentage of time spent on different reasons to contact Customer Service

3-2 Methods of ordering frequently used products

3-3 Preferred way to order a product directly from a supplier

3-4 Location where orders are typically delivered

3-5 Action taken when there is a problem with an order

3-6 Problem that requires customer service to be contacted most often

3-7 Percentage of orders per year that require customer service to be contacted

3-8 Preferred way to contact customer service

3-9 Maximum amount of time willing to remain on hold

3-10 Most agreeable option when being put on hold

3-11 Alternative action most likely to be taken when a caller is not able to stay on hold

3-12 Expected reply time

3-13 Most important features in the customer service section of Websites

3-15 Overall satisfaction with the customer service section of Websites

3-16 Preferred method of compensation for the receipt of a damaged product

3-17 Satisfaction with specific qualities of customer service departments

3-19 Overall satisfaction with customer service departments

3-20 Supplier that provides the highest level of assistance

3-22 Source of assistance turned to when a technical problem is encountered

3-23 Type of product that most often requires technical support to be contacted

3-24 Type of problem that most often requires technical support to be contacted

3-25 Preferred way to receive additional written instructions or advice on the use of a product

3-26 Percentage of calls to technical support that are "urgent"

3-27 Importance of receiving written instructions or

speaking with someone in native language

3-29 Frequency of finding sales representatives to be a

good source of technical support and advice

3-30 Usefulness of having a dedicated, single point-of contact who is responsible for coordinating ALL requests

3-31 Most important technical support Website features

3-33 Overall satisfaction with the technical support section of Websites

3-34 Satisfaction with specific qualities of technical support departments

3-36 Overall satisfaction with technical support departments

3-37 Supplier that provides the highest level of advice and assistance related to the use and performance of their products

3-39 Perceived value of guaranteed, 24-hour access to a highly-skilled representative

3-40 Market Segment

3-41 Job Position

3-43 Geographic Region

3-44 Area(s) of Research

3-48 Sigma-Aldrich

3-51 Invitrogen

3-54 Qiagen

3-57 BD Biosciences

3-60 Promega

3-64 Sigma-Aldrich

3-67 Invitrogen

3-70 Qiagen

3-73 Bio-Rad

3-76 Applied Biosystems

4-1 Insights & Perspectives

4-9 Cross-Tabulations of Survey Data

4-31 Other Publications

4-33 About BioInformatics

4-34 Our Valued Clients