enhancing the customer experience: insights and life science supplier rankings

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REPORT OVERVIEW

Enhancing the Customer Experience: Insights and Life Science Supplier RankingsAUGUST 2016

Report #16-024

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@2013 BioInformatics, LLC n www.gene2drug.com n Report #13-005©2016 BioInformatics LLC www.gene2drug.com 2

Enhancing the Customer Experience: Insights and Life Science Supplier Rankings

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n TABLE OF CONTENTS

n OVERVIEW ..................................................................................................................................................................................3

n STUDY SCOPE ..........................................................................................................................................................................4

n REPORT HIGHLIGHTS ...................................................................................................................................................... 8

n METHODOLOGIES ..............................................................................................................................................................11

n KEY FINDINGS ....................................................................................................................................................................... 12

n PRICING ...................................................................................................................................................................................... 13

n CURRENT REPORT TITLES ........................................................................................................................................16

n ABOUT BIOINFORMATICS LLC .............................................................................................................................. 17

Report #16-024





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OVERVIEW

n OVERVIEWThe term ‘customer experience’ holds much greater value than you may have previously

thought. Keeping your customers happy and maintaining a good relationship thrusts

companies into an entirely new realm of customer satisfaction standards. The bar has

been raised and your company needs to stay ahead of rising customer expectations. The

customer is looking to have a relationship with your brand, not to simply get in and out as

fast as possible. While smart life science companies are continually evaluating customer

reactions to multiple touchpoints, you now need to dig deeper so that the customer feels

nurtured from start to finish, not just at the key touchpoints.





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STUDY SCOPE

n STUDY SCOPEThe scope of this study spans the pre-purchase, product-usage and post-purchase

experience with 26 life science supplier companies. We’ve asked 1,425 scientists to evaluate

their supplier companies on customer touchpoints that occur during the time spent research

products, during the selection process and after that sale is made. The following companies

are evaluated in this study:

n Abcam

n Agilent Technologies

n ATCC

n BD Biosciences

n Beckman Coulter

n Bio-Rad Laboratories

n Bio-Techne (R&D Systems, Novus Biologicals)

n Bruker

n Cell Signaling Technology

n Corning Life Sciences

n Eppendorf

n GE Healthcare Life Sciences

n Illumina

n Leica

n Millipore Sigma

n New England Biolabs

n PerkinElmer

n Promega

n QIAGEN

n Roche Molecular Systems

n SCIEX

n Tecan

n Thermo Fisher Scientific

n VWR

n Waters

n Zeiss





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STUDY SCOPE

If one of these companies is yours, you will be able to use this report to compare your

company’s performance against your competitors and find out what’s working and

what’s not. For example, is it easier to find products on someone else’s website than it is

on yours? Are you known to offer better promotions? How user-friendly is your product

design? How clear are your instructions for use? Do scientists associate your brand

with providing the breadth of line needed to support their experimental workflow? Do

laboratories think post-sales support from your sales reps is on par with what other

companies offer? As customers work their way through the process of doing business

with you, there are key interactions that offer opportunities to delight – or annoy.

n STUDY SCOPE (continued)





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STUDY SCOPE

Your customers rated their experience of 22 attributes associated with how they

interact with life science brands. The raw data was used to generate rankings for

each phase in the customer purchasing lifecycle:

Pre-Purchase Experience:

n Product/ Vendor Awareness

n Product/Vendor Knowledge

n Product Selection

Product Experience:

n Product Integrity

n Vendor Service

Post-Purchase Experience:

n Vendor Support

n Satisfaction and Loyalty

The rankings are then analyzed to obtain an overall customer experience score. The

customer experience score is weighted to reflect the importance of each phase from

your customers’ point of view. Scores for each vendor are compared in this report to

an industry-specific average to provide an understanding as to how each life science

supplier is perceived compared to this benchmark.






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STUDY SCOPE

This report maps key customer touchpoints so that you can easily identify strengths

to capitalize on and areas to improve upon, thereby enhancing the customer

experience and the likelihood of generating repeat business.

Presented in a dashboard-style format, you will be able to use this report across

functional areas in your company for a quick assessment of customer satisfaction in

each of them. Additionally, the segment of respondents have been asked to rank the

relative importance of each touch point to help suppliers determine which areas are

more (or less) worth fixing. Given that resources are limited and customers want it all,


is a must-have for savvy organizations who want to be prudent about investing in the

right experiences – the kind that will inspire customers to stay for life.






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REPORT HIGHLIGHTS

OBJECTIVES:n Provide vendors with the ability to benchmark the customer experience enjoyed by their

customers against those of competitors.

n Identify the relative strengths and weaknesses of each vendor on each customer experience touchpoint.

n Determine the relative importance of each touchpoint in the customer experience lifecycle.

DEMOGRAPHICS:

44%

11%

8%

8%

7%

6%

5%

3%

2%

2%

1%

1%

1%

Academic/University

Biopharmaceutical/Biotechnology Company

Pharmaceutical Company

Hospital

Research Institute/Foundation (non-profit)

University Medical Research Center

Government

Contract Research Organization

Research Institute (for-profit)

Commercial Testing Lab

Group/Private Practice

Chemicals/Oil/PetroleumEnergy Manufacturer

Healthcare Network/Facility

North America47%

Europe26%

Asia-Pacific27%

n REPORT HIGHLIGHTS





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SECTION 1: Analysis and Interpretation of Survey Resultsn Executive Summary

n Developing A Customer Experience Model for the Life Sciences

n Touchpoint Attributes

n Ranked Order of Touchpoints

n Industry-Wide Performance At Each Touchpoint

n Delivering a Positive Customer Experience

n The Life Science Supplier Personality Profile

n Life Science Supplier Rankings

n Customer Experience Score

n Product Awareness Touchpoint

n Product Knowledge Touchpoint

n Product Selection Touchpoint

n Product Integrity Touchpoint

n Vendor Service Touchpoint

n Vendor Support Touchpoint

n Customer Satisfaction & Loyalty Touchpoint

REPORT HIGHLIGHTS

n REPORT HIGHLIGHTS (continued)





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n Customer Experience Profiles

REPORT HIGHLIGHTS

n Abcam

n Agilent Technologies

n ATCC

n BD Biosciences

n Beckman Coulter

n Bio-Rad Laboratories

n Bio-Techne (R&D Systems, Novus Biologicals)

n Bruker

n Cell Signaling Technology

n Corning Life Sciences

n Eppendorf

n GE Healthcare Life Sciences

n Illumina

n Leica

n Millipore Sigma

n New England Biolabs

n PerkinElmer

n Promega

n QIAGEN

n Roche Molecular Systems

n SCIEX

n Tecan

n Thermo Fisher Scientific

n VWR

n Waters

n Zeiss

SECTION 2: Methodology & Demographicsn Methodology – Questionnaire Overview

n Methodology – Questionnaire Design

n Demographics

n Questionnaire

n REPORT HIGHLIGHTS (continued)





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METHODOLOGIES

n METHODOLOGIES


is based on responses to a 25 question online survey for life scientists conducted by

BioInformatics LLC (Arlington, VA, USA). 1,425 life scientists participated in the survey

between June 15-20, 2016.

The electronic questionnaire was fielded to registered members of The Science

Advisory Board®. BioInformatics sponsors The Science Advisory Board, an online

community of over 72,000 scientists, physicians and healthcare professionals from

around the world. The Science Advisory Board is divided into two panels (Research

and Clinical) and “convenes” regularly via Internet (scienceboard.net) to voice their

opinions on a wide variety of issues relating to biomedical research and clinical

technologies. These experts – representing all aspects of the life sciences and

medicine – have agreed to make themselves available to participate in our online

research activities. The Science Advisory Board members who participated in this

study were drawn from the Board’s Research Panel.





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KEY FINDINGS

n KEY FINDINGS

Respondents Who Say, “Products Cover My Experimental Workflow Very Well”

Respondents Who Find It “Very Easy” to Search Supplier Websites

KEY FINDINGS Respondents Who Say, “Products Cover My Experimental Workflow Very Well”


39%39%

38%37%37%37%

36%36%

35%34%34%34%

33%32%32%

31%31%30%30%30%

29%28%

27%25%

24%23%

RocheEppendorf

WatersQiagen

Thermo Fisher ScientificCell Signaling Technology

ZeissNew England Biolabs

BrukerIllumina

BD BiosciencesCorning Life SciencesBio-Rad Laboratories

PromegaLeica

Millipore SigmaVWR

Agilent TechnologiesATCC

GE HealthcarePerkinElmer

Beckman CoulterSCIEX

Bio-TechneAbcamTecan

0% 10% 20% 30% 40%

64%61%

51%46%46%46%46%

42%40%40%

38%38%

37%36%36%

35%34%34%34%34%34%

31%29%

28%25%

20%

New England BiolabsCell Signaling Technology

AbcamMillipore Sigma

PromegaBD Biosciences

ATCCThermo Fisher Scientific

ZeissWatersRoche

QiagenCorning Life Sciences

IlluminaAgilent TechnologiesBio-Rad Laboratories

EppendorfLeica

SCIEXBruker

Bio-TechneGE Healthcare

VWRPerkinElmer

Beckman CoulterTecan

0% 10% 20% 30% 40% 50% 60% 70%

KEY FINDINGS Respondents Who Say, “Products Cover My Experimental Workflow Very Well”


39%39%

38%37%37%37%

36%36%

35%34%34%34%

33%32%32%

31%31%30%30%30%

29%28%

27%25%

24%23%

RocheEppendorf

WatersQiagen

Thermo Fisher ScientificCell Signaling Technology

ZeissNew England Biolabs

BrukerIllumina

BD BiosciencesCorning Life SciencesBio-Rad Laboratories

PromegaLeica

Millipore SigmaVWR

Agilent TechnologiesATCC

GE HealthcarePerkinElmer

Beckman CoulterSCIEX

Bio-TechneAbcamTecan

0% 10% 20% 30% 40%

64%61%

51%46%46%46%46%

42%40%40%

38%38%

37%36%36%

35%34%34%34%34%34%

31%29%

28%25%

20%

New England BiolabsCell Signaling Technology

AbcamMillipore Sigma

PromegaBD Biosciences

ATCCThermo Fisher Scientific

ZeissWatersRoche

QiagenCorning Life Sciences

IlluminaAgilent TechnologiesBio-Rad Laboratories

EppendorfLeica

SCIEXBruker

Bio-TechneGE Healthcare

VWRPerkinElmer

Beckman CoulterTecan

0% 10% 20% 30% 40% 50% 60% 70%

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PRICING

n PRICING Why Buy Our Reports

Source of Independent, Unbiased Research

Unlike reports from other firms that are based on analyst’s subjective summaries of

information from publicly available sources, our reports are based on the results of

detailed surveys of hundreds – even thousands – of scientific and medical professionals

who buy your products.

Developed by a Team of Experts

Our questionnaires are developed by a multidisciplinary team of scientists, industry

veterans and market research experts with years of experience. These professionals

understand that survey questions need to be asked in a way that ensures the answers

will directly address the business challenges you face. Once the surveyed data is

collected, this same team creates a unique report that presents the reader with a

thorough understanding of the topic, and the scientific and business implications of the

results based on sophisticated statistical analytics.





Purchase TodayCarefully Selected Survey Participants

When others promote results from their online surveys, they fail to mention the

uncontrolled nature of their broadcast email invitations. To provide you with the most

valid and accurate results possible, the respondents to our surveys are members

of our unique online panel – The Science Advisory Board® - which consists of

thousands of verified life science and biomedical professionals who have agreed to

take part in our surveys, focus groups and other market research activities. These

respondents are carefully selected based on their professional qualifications, market

segments and geographic regions. We can even select them based on the products

they use and their preferred suppliers.

Complimentary Consulting Provided

With your purchase, we offer one free hour of consultation with our talented team

of scientific and business analysts who created the reports. During this consultation,

we can answer any questions you may have about the survey results and what we

believe to be the significant trends affecting the market.

PRICING





Purchase TodayCustom Analysis & Research Available

If you’d like to delve even deeper into the data, you can use our secure interactive

dashboard. You can run your own broad comparisons, explore regional differences,

and focus on specific market segments. Save your analysis and create your own

presentations to meet the needs of every department at your company.

n Single Site License PDF - $3,500

n Company-Wide License - $6,500

n Interactive Dashboard - $1,700

PRICING





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n CURRENT REPORT TITLES:Digital Marketing to Life Scientists: Building Digital Loyalty April 2016Use this report to understand how scientific customers use digital content to find, decide, buy and use products for their laboratories. Includes analysis of trends since 2013 to help marketers allocate marketing

resources across the breadth of digital marketing tools.

The 2016 Market for CRISPR/Cas9 Genome Editing Products May 2016The objective of this interactive report is to provide an in-depth analysis of the market for CRISPR/Cas9 genome editing products to support research respect to key market trends, geography, competitive intelligence, and market forecasts.

The 2016 Market for Cell Based Assay Products May 2016The objective of this interactive report is to provide and in-depth analysis of the cell-based assays market with respect to key market trends, geography, competitive intelligence, and market forecasts.

The 2016 Market for Real-Time PCR Products May 2016The objective of this interactive report is to provide an in-depth analysis of the real-time polymerase chain reaction (PCR) market with respect to key market trends, geography, competitive intelligence, and market forecasts.

India 2016 – The Best of The BRICS: A Vibrant Market for Analytical and Life Science Instrumentation June 2016This report on the Indian market for instrumentation uses SDi’s proprietary database and algorithms to project market size, growth and vendor share. A total of 325 respondents completed the survey, providing a wealth of information of budget trends, vendor satisfaction, installed technologies, and future purchasing plans.

Bundle DealFor a limited time you can bundle Enhancing the Customer Experience: Insights and Life Science Supplier Rankings with any of the above reports for an additional $2,500.

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n ABOUT BIOINFORMATICS LLC

BioInformatics LLC, along with our SDi division, is the premier research and advisory

firm serving the life science and analytical instrument industry. Since 1994, we have

been providing off-the-shelf reports, custom-designed studies and market analysis that

enable companies to understand their market and competitors through the eyes of the

most important information source of all – the people who buy their products.

By leveraging our online professional network of tens of thousands of biomedical

researchers, we have supported more than 500 companies and provided insights

that lead to better business decisions. Our expertise includes assessing the size and

attractiveness of markets, optimizing product configurations and pricing, validating

corporate acquisitions, measuring customers’ brand loyalty, and evaluating brand

strength and positioning. .

For more information about BioInformatics’ product and service offerings,

please visit our website at www.gene2drug.com, call 703.778.3080 x19,

or email [email protected]



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