Benchmarking for 2023: Understanding the Life Science Customer Experience
在當今競爭激烈的生命科學市場中，有效且有效率的客戶體驗是成功的關鍵。 對於供應商來說，這是一個在擁擠的市場中脫穎而出並脫穎而出的絕佳機會，可以擴大與現有客戶的關係，並與潛在客戶建立新的關係。 隨著消費者期望的不斷提高，了解產品性能和價格之外的客戶體驗可以幫助供應商確定需要改進的領域，並了解競爭對手的領先優勢。Masu。
本報告調查了世界各地生命科學領域的客戶體驗。 我們對28 家供應商多年來的客戶體驗基準（2016、2018、2019、2020、2021、2022 和2023）的績效進行了詳細分析，發現供應商策略隨著時間的推移改善了客戶體驗。我們分析了我們如何形成我們的分數以及各個供應商隨著時間的推移與競爭對手的比較。 它還提供當前趨勢、COVID-19 影響以及進入市場的公司簡介和排名等。
In today's fiercely competitive life science market, an effective and efficient customer experience is the key to success. It's a golden opportunity for suppliers to differentiate themselves and stand out in a crowded marketplace to expand their relationships with current customers, while building new relationships with prospective customers. As consumers continue to elevate their expectations, understanding customer experience beyond mere product performance and price enables suppliers to identify areas of improvement and pinpoint where competitors are leading the way.
To help suppliers better navigate the intricacies of customer experience in the life science industry, we designed a study to deliver actionable insights to suppliers looking to improve their customer experience strategy. The outcome is our newest report, “Benchmarking for 2023: Understanding the Life Science Customer Experience”.
This study offers in-depth analysis of the performance of 28 different suppliers across multiple years (2016, 2018, 2019, 2020, 2021, 2022, 2023) of customer experience benchmarking, allowing for analysis of how supplier strategies have shaped customer experience scores over time and how individual suppliers compare to their competitors over time.
In the 2023 edition, we asked 786 scientists to evaluate their experience with suppliers during specific touchpoints including the evaluation of products, selection and usage of products, and customer support after the sale. Two new attributes were added to the Product Selection touchpoint this year to probe satisfaction with product inventory, shipping updates, and on-time delivery.
The report includes a Tableau workbook and will allow you to:
The Tableau workbook is fully interactive, and can be used to export charts for presentations, further research, or other needs. This will allow you to target your benchmarking to your customers. Want only to see YOUR company's information and survey responses and produce a report? You can do that. Want to compare your company against a few competitors? Use Tableau for this function.
A key tool for suppliers looking to gain a competitive edge, this report equips teams with the insights needed to stay ahead of the competition.
*Note: Trending is provided on most dashboards within the Tableau workbook for 2016-2023.