Customer Loyalty & Satisfaction: Creating a Branded Customer Experience

Table of Contents

Section 1. Analysis and Interpretation of Survey Results

Executive Overview

Part I: The Buying Decision Process

• Model Overview
• Degree of Attribute Importance
• Pre-Purchase Evaluation Stage
• Overall Brand Performance
• Top Brands Presented by Attribute
• Purchase Decision Stage
• Overall Brand Performance
• Top Brands Presented by Attribute
• Post-Purchase Support Stage
• Overall Brand Performance
• Top Brands Presented by Attribute
• Brands that Best Meet Customer Needs

Part II: The Overall Customer Experience

• Customer Retention Measures
• Customer Satisfaction Metrics
• Customer Loyalty Metric
• Customer Experience Index

Section 2. Study Methodology and Demographics

• Methodology
• Definition of Terms
• Demographics
• Questionnaire

Section 3. Presentation of Survey Data

Brands currently used

Evaluating Brand Alternatives

• Importance of brand reputation when evaluating a new brand
• Importance of specific attributes in evaluating products
• Best and worst suppliers in pre-purchase attributes

Making Your Purchase Decision

• Importance of helpful customer service when purchasing from a new brand
• Importance of specific attributes in purchasing products
• Best and worst suppliers in purchasing attributes

Your Post-purchase Experience

• Importance of specific attributes when using products
• Best and worst suppliers in usage attributes
• Likelihood of repurchasing based on a favorable experience

Your Brand Purchase History

• Type of product most recently purchased from a given supplier
• Number of years using products from a given supplier

How Satisfied Are You with Your Life Science Suppliers?

• Overall satisfaction with supplier
• Extent to which supplier meets expectations
• Comparison of supplier to an ideal life science supplier
• Comparison of experience with supplier to experiences with other suppliers

Do Life Science Suppliers Deserve Your Loyalty?

• Likelihood of purchasing from supplier in the next

3 months

• Likelihood of purchasing from supplier in the next

12 months

• Likelihood of recommending supplier to colleagues

Demographics

Section 4. Appendices

• Insights and Perspectives
• Cross-Tabulations of Survey Data
• Other Recent Publications
• About BioInformatics
• Our Valued Clients