![]() ![]() How USER-FRIENDLY is the product design used by the following vendors? (choose only one for each) How CLEAR is the product training provided by the following vendors? (choose only one for each) When you receive deliveries from the following vendors, how OFTEN are the products received in good condition? (choose only one for each) How SATISFIED are you with the transparency of shipping prices, terms and conditions provided by the following vendors? (choose only one for each) How SATISFIED are you with product pricing and promotions offered by the following vendors? (choose only one for each) In the last 6 months, how EASY has it been to determine the best equipment or consumables for your needs on these vendor websites? (choose only one for each) In the last 6 months, how EASY has it been to search for products of interest on the websites of the following vendors? (choose only one for each) How BELIEVABLE are the advertising and promotional material that you have seen in the last 6 months from the following vendors? (choose only one for each) Thinking about the conferences and meetings you have attended in the last 12 months, how OFTEN do you visit the following vendor booths in the exhibit hall? (choose only one for each): I have not attended a conference or meeting with exhibits in the last 12 months Thinking about the conferences and meetings you have attended in the last 12 months, how OFTEN do you visit the following vendor booths in the exhibit hall? (choose only one for each) How FAMILIAR are you with the full range of products offered by the following vendors? (choose only one) Vendor Satisfaction Customer Experience Questions Section 2: Clinical Diagnostic Vendor RankingsĬustomer Service and Field Engineer SupportĪs part of its research, the report asked the following questions of a survey of 300+ laboratories in the United States, Canada and Europe: The ability to get more hands on with the data can be helpful for creation of presentations to internal audiences and focusing on either your brand's performance or their performance of a competitor to better understand areas for improvement or opportunity.Ĭustomer Experience Model for Clinical Diagnosticsĭelivering a Positive Customer Experience The customer experience model in this report arranges key touchpoints chronologically and within the following larger categories of the purchasing life cycle: pre-purchase experience, product experience, and post-purchase experience. ![]() The complete customer experience for the clinical diagnostic industry is composed of multiple touchpoints, or interactions, between customer and vendor, and each touchpoint represents a branding opportunity. Verbatims from laboratorians are also provided to give more insight into their perspectives on the attributes which make up each touchpoint. Additionally, this report identifies the relative importance of factors contributing to positive overall customer experiences so vendors can identify strengths to leverage and weaknesses to target (Quadrant Analysis). Results are presented in aggregate (Industry Average) and at the vendor level. In this report, clinical diagnostics vendors are scored based on how satisfied their customers are on a wide range of touchpoints. Get the edge by learning what your customers think of your product, your brand, your marketing, your presentation and your service. This report is based on the results of that survey and includes customer experience questions related to COVID-19. The analyst conducted a 2020 survey of laboratory instrument users in the United States, Canada and Europe (included in respondents are lab managers, lab directors, clinical coordinators, lab scientists, lab technicians, lab technologists, medical directors and others). This report is an essential tool to learn how the in vitro diagnostics industry is seen from the point of view of their customers. 14, 2020 (GLOBE NEWSWIRE) - The "Benchmarking for 2021: Understanding the Clinical Diagnostics Customer Experience" report has been added to 's offering.Ĭustomer experience in the clinical diagnostics industry is increasingly a target for improving overall customer satisfaction and a potential opportunity for differentiation beyond product performance, service plans, and price. ![]()
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