Customer Experience

On the surface, the journey the life science customer takes may seem very simple – especially in the modern age of point and click purchasing.  However, if you look more closely, it is easy to see that the journey a customer takes from deciding they need a specific product, through all of the touchpoints, channels,…

As life science researchers continue to elevate their experience expectations, understanding current perceptions of customer experience enables suppliers to identify areas of improvement and benchmark against their key competitors. In 2025, we continued a longitudinal study to support suppliers looking to improve their customer experience strategy. The outcome is our latest report, Benchmarking for 2025: Understanding…

This study offers an in-depth analysis of the performance of 11 different manufacturers with a deep dive into how a variety of touch points across the customer journey shapes customer experience scores. We asked 300 diagnostic imaging professionals to evaluate their experiences during specific touchpoints with OEMs, such as product awareness, selection, service, and support.…

This report presents findings from a comprehensive survey of clinical diagnostics professionals, across multiple years (2019, 2020, 2022, and 2025), focusing on their experiences with vendors, product usage, purchasing behavior, and operational challenges. The findings offer actionable insights to enhance customer engagement, support product innovation, and improve service delivery across the IVD industry. These insights…

“Science in the Digital Age: Exploring Online Behaviors of Researchers” is a new report from BioInformatics that investigates where scientists are naturally gravitating online using both quantitative and qualitative methods. Surveying over 545 science researchers, this report describes their personal and professional online habits. You’ll discover which websites, social media platforms, and influencers are popular among…

Find out how loyal your customers are, compared with those of other suppliers, how to drive loyalty, and how to prevent switching!

To help suppliers better understand loyalty and switching for real-time PCR (qPCR) reagents and develop strategies to retain current customers while winning over new customers, we designed a study that asked 282 global…

As life science researchers continue to elevate their expectations, understanding customer experience enables suppliers to identify areas of improvement and benchmark against their key competitors. In 2024, we continued a longitudinal study to support suppliers looking to improve their customer experience strategy. The outcome is our latest report, Benchmarking for 2024: Understanding the Life Science Customer…

Learn how your customers are using research antibodies! Designed to help suppliers of standard catalog antibodies, BioInformatics, part of Science and Medicine Group, initiated a study that asked 547 global life scientists about their usage and purchasing habits for research antibodies! This report, 2024 Market Report for Research Antibodies, will help commercial suppliers make strategic decisions about…

Discover Life Science customers’ expectations and perceptions of their experiences with customer service and technical support.

To help suppliers understand the importance of customer service and technical support in purchase decisions and recommendations of life science suppliers, BioInformatics, part of Science and Medicine Group, designed a study that asked 414 global life scientists with recent…

Learn how to effectively inform and influence your life science customers with a comprehensive understanding of their digital media habits! 

To help suppliers develop their digital marketing strategies within the life sciences, we designed a study that asked 448 global life scientists about their usage of digital channels, their perceptions of the…

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,…

Understand From the Consumer Perspective

We’ve Spoken to Your Customers

Today, a key area of focus for consumers is environmental sustainability and supporting brands that promote and enforce those efforts. As markets move towards more sustainable products, the perceived efficacy of institutional sustainability initiatives is critical to driving growth and trust in your brand. To…