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Understanding the Clinical Diagnostics Customer Experience
Publication Date: July 18, 2019
Tags: Clinical Diagnostics, Customer Experience, Customer Journey, Diagnostic Instruments
Pages: 40
SKU: 19-017
Description:
Unlock Key Insights into Customer Perceptions in Clinical Diagnostics
Understanding the Clinical Diagnostics Customer Experience: Results of the 2019 Kalorama Survey of Laboratories delves into the customer experience within the clinical diagnostics industry, offering an invaluable tool for understanding how your brand is perceived by your customers. As customer experience becomes a crucial differentiator beyond product performance, service plans, and price, this report provides a comprehensive overview of the industry’s landscape through the eyes of its users.
2019 Survey Overview
This report is grounded in a 2019 survey conducted among laboratory instrument users across the United States, Canada, and Europe. Respondents include lab managers, directors, clinical coordinators, scientists, technicians, technologists, medical directors, and other key personnel.
Key Features of the Report
- Customer Insights: Gain a competitive edge by understanding what customers think of your product, brand, marketing, presentation, and service. See how your performance stacks up against competitors.
- Interactive Analysis: The report combines a PDF-based summary with an interactive Tableau report. Vendors are scored on customer satisfaction across various touchpoints, with results presented in aggregate and at the vendor level. A Quadrant Analysis identifies the factors contributing most to positive customer experiences.
- Vendor Performance: Detailed insights into how major vendors are rated by users, with the ability to compare your performance against others.
Vendors Covered
The report includes feedback on the following vendors, selected by survey respondents:
- Gen Mark
- Ortho Clinical
- Beckman Coulter
- bioMérieux
- Quidel
- Luminex
- Cepheid
- Roche
- Bruker
- Siemens Healthineers
- Bio-Rad
- Sekisui Diagnostics
- Dia Sorin
- BD BioSciences
- Thermo Fisher Scientific
- Sysmex
- Abbott
- Agilent
- Illumina
- QIAGEN
Comprehensive Customer Experience Model
The report breaks down the customer experience into key touchpoints within the purchasing lifecycle:
- Pre-Purchase Experience
- Product Experience
- Post-Purchase Experience
Data-Driven Insights
- Survey Data: The report contains extensive data points, with both PDF and PowerPoint summaries available.
- Interactive Tableau Dashboard: Dive deeper into the data, benchmark vendor performance, and filter by various segments. Create customized views and export charts for presentations.
- Customer Verbatims: Get qualitative insights from laboratory professionals about what makes each touchpoint effective.
Market Insights
- Vendor Positioning: Understand vendor positions, test volumes for hospital and reference labs, and the penetration of POC and mass spectrometry.
- Benchmarking: Use the Tableau dashboard to compare brands across performance metrics, touchpoints, and attributes. Filter data by region, job position, tests performed, organization type, and customer demographics.
Actionable Insights for Marketers
- Internal Presentations: Use the interactive data to create compelling presentations for internal audiences.
- Brand Performance Analysis: Focus on your brand’s performance or analyze competitors to identify areas for improvement or opportunity.
For further details and to purchase directly, please contact us.
Table of Contents
As part of its research, the report asked the following questions of a survey of 300+ laboratories in the United States, Canada and Europe:
Vendor Satisfaction Customer Experience Questions
- How FAMILIAR are you with the full range of products offered by the following vendors? (choose only one)
- Thinking about the conferences and meetings you have attended in the last 12 months, how OFTEN do you visit the following vendor booths in the exhibit hall? (choose only one for each)
Thinking about the conferences and meetings you have attended in the last 12 months, how OFTEN do you visit the following vendor booths in the exhibit hall? (choose only one for each): I have not attended a conference or meeting with exhibits in the last 12 months - How BELIEVABLE are the advertising and promotional material that you have seen in the last 6 months from the following vendors? (choose only one for each)
- In the last 6 months, how EASY has it been to search for products of interest on the websites of the following vendors? (choose only one for each)
- In the last 6 months, how EASY has it been to determine the best equipment or consumables for your needs on these vendor websites? (choose only one for each)
- How SATISFIED are you with product pricing and promotions offered by the following vendors? (choose only one for each)
- How SATISFIED are you with the transparency of shipping prices, terms and conditions provided by the following vendors? (choose only one for each)
- When you receive deliveries from the following vendors, how OFTEN are the products received in good condition? (choose only one for each)
- How CLEAR is the product training provided by the following vendors? (choose only one for each)
- How USER-FRIENDLY is the product design used by the following vendors? (choose only one for each)
- How ECO-FRIENDLY is the product packaging used by the following vendors?
- How WELL do the products that you use from the following vendors cover your lab’s selection of tests and services offered? (choose only one for each)
- How INNOVATIVE are the products provided by the following vendors? (choose only one for each)
- How HELPFUL are the following vendors’ sales representatives and/or account managers during all phases of the purchasing process in the last 6 months? (choose only one for each)
- How RESPONSIVE are the following vendors’ sales representatives and/or account managers during all phases of the purchasing process in the last 6 months? (choose only one for each)
- How FAVORABLE is your impression of customer service provided by the following vendors in the last 6 months? (choose only one for each)
- How WELL does the phone/email technical support provided in the last 6 months by the following vendors answer your questions? (choose only one for each)
- How WELL does the online technical support provided in the last 6 months by the following vendors answer your questions? (choose only one for each)
- How WELL does the field support/service provided in the last 6 months by the following vendors answer your questions?
How LIKELY is it that you would recommend the following vendors to an associate or colleague? (choose only one for each)
Overall, how SATISFIED are you with the products and services you obtain from the following vendors? (choose only one for each)
Please rate your OVERALL experience when interacting with the following vendors. (choose only one for each)
Length of Vendor Relationship
- How long have you used products purchased from the following vendors?
Vendor-Specific Customer Experience Questions
- Please indicate which BEST describes your experience with the following companies (Approachable, Purchase a wide-range of products, Easy to get the products I need, Affordable, Responsive
Service is better than 6 months ago) - Beckman Coulter
- bioMerieux
- Roche
- Gen Mark
- Ortho Clinical
- Quidel
- Luminex
- Cepheid
- Roche
- Bruker
- Siemens Healthineers
- Bio-Rad
- Sekisui Diagnostics
- Dia Sorin
- BD BioSciences
- Thermo Fisher Scientific
- Sysmex
- Abbott
- Agilent
- Illumina
- QIAGEN
Open Ended Questions about Customer Service
- What aspects of service, either customer or technical, are most important to you and your lab? What past experiences have you had with service that made it clear to you what your expectations for service should be? (please specify, in as much detail as possible)
Open text response - Thinking about the members and roles in your lab, which of the following best describes purchasing responsibility in your lab or institution?
Demographic Questions
- What BEST describes your job title?
- Which of the following BEST describes the location of your lab?
- Which of the following BEST describes the location of your lab? (choose only one) – Other (please specify)
- Approximately how many beds does your hospital have? (choose only one)
- What BEST describes your role in the selection of instrumentation and/or reagents (consumables) used by your lab? (choose only one)
Purchasing Setup Questions
- Is your hospital part of an Integrated Health Network (IHN) or Integrated Delivery Network (IDN)? (choose only one)
- Does your facility participate in a Group Purchasing Organization (GPO)? (choose only one)
Which Group Purchasing Organization (GPO) does your facility participate in? (please specify) - Do you currently have a master service contract?
- Do you currently have a master service contract? (choose only one) – Yes (please specify the vendor)
Open text response - Which of the following statements best describes your role in placing orders for your lab? (choose only one)
- How do you order products from clinical diagnostic vendors?
- How do you order products from clinical diagnostic vendors?
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