Service & Support for Life Science Products

Report #03-071
Publication Date: January 2004
Page Count: 160
Print Copy: $4,000
Company-wide Electronic Copy (includes print copy): $5,000
plus Data Set: an additional $1,200

Brief Description

Executive Summary

Questionnaire

Respondent Insights

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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