Benchmarking for 2022: Understanding the IVD User Experience

In an era where customer satisfaction is paramount, the clinical diagnostics industry is turning its focus to improving customer experiences. This Kalorama Information report is an essential tool for understanding how the in vitro diagnostics (IVD) industry is perceived by its customers.

 

Survey Scope:

Kalorama conducted a 2022 survey of laboratory instrument users across the United States, Canada, and Europe. Respondents included lab managers, lab directors, clinical coordinators, lab scientists, lab technicians, lab technologists, medical directors, and other key stakeholders. This report is based on the survey results, including customer experience questions related to COVID-19.

 

Key Insights:

• Comprehensive Customer Feedback: Gain a competitive edge by learning what your customers think about your product, brand, marketing, presentation, and service.
• Vendor Satisfaction Scores: Clinical diagnostics vendors are evaluated based on customer satisfaction across various touchpoints. Results are presented in aggregate (Industry Average) and at the vendor level.
• Quadrant Analysis: Understand the relative importance of factors contributing to positive customer experiences. Identify strengths to leverage and weaknesses to address.

 

Customer Experience Model:

The customer experience in clinical diagnostics is composed of multiple touchpoints between customer and vendor, each representing a branding opportunity. The model categorizes key touchpoints chronologically within the purchasing lifecycle: pre-purchase experience, product experience, and post-purchase experience.

 

Additional Features:

• Detailed Data Analysis: Hundreds of datapoints from the survey are included. In addition to the PDF summary file, a Tableau Data file is provided for deeper analysis of vendor performance on various attributes and touchpoints.
• Valuable Market Insights: Learn about vendor positions among survey respondents, test volumes for hospital and reference labs, and the impact of point-of-care (POC) testing on lab-based test usage.
• Actionable Feedback: Verbatims from laboratorians provide further insight into their perspectives on various attributes.

 

Benefits:

• Targeted Improvements: Use detailed data to create presentations for internal audiences, focusing on your brand’s performance or that of competitors to identify areas for improvement or opportunities.
• Strategic Planning: Leverage customer feedback and market insights to enhance your products, services, and overall customer satisfaction.

Get the edge in the clinical diagnostics market by understanding and enhancing your customer experience. This report is a crucial resource for staying ahead in an increasingly competitive industry.

 

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