Customer Satisfaction & Loyalty in the Life Sciences: Boosting Profit Through Exceptional Service & 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