Description:
Customer experience in the clinical diagnostics industry is increasingly a target for improving overall customer satisfaction and a potential opportunity for differentiation beyond product performance, service plans, and price. This Kalorama Information report is an essential tool to learn how the in vitro diagnostics industry is seen from the point of view of their customers.
Benchmarking for 2021: Understanding the Clinical Diagnostics Customer Experience contains the following important data points:
- Survey of Laboratory Instrument Users in the US, Canada, and Europe
- Analysis of Customer Satisfaction Across a Wide Range of Touchpoints
- Aggregated Industry Average and Vendor-Level Scores
- Quadrant Analysis Identifying Strengths and Weaknesses
Key Highlights:
Kalorama conducted a 2020 survey of laboratory instrument users, including lab managers, lab directors, clinical coordinators, lab scientists, lab technicians, lab technologists, medical directors, and others. This report is based on the results of that survey and includes customer experience questions related to COVID-19.
Get the Edge:
Learn what your customers think of your product, your brand, your marketing, your presentation, and your service. In this report, clinical diagnostics vendors are scored based on how satisfied their customers are on a wide range of touchpoints. Results are presented in aggregate (Industry Average) and at the vendor level. Additionally, this report identifies the relative importance of factors contributing to positive overall customer experiences so vendors can identify strengths to leverage and weaknesses to target (Quadrant Analysis).
Verbatims and Insights:
Verbatims from laboratorians are provided to give more insight into their perspectives on the attributes which make up each touchpoint. The complete customer experience for the clinical diagnostics industry is composed of multiple touchpoints, or interactions, between customer and vendor, and each touchpoint represents a branding opportunity. The customer experience model in this report arranges key touchpoints chronologically within the following larger categories of the purchasing life cycle: pre-purchase experience, product experience, and post-purchase experience.
Data and Tools:
There are hundreds of data points in this survey. In addition to the PDF & PowerPoint summary files, you will also receive a Tableau Data file which allows you to dive deeper into the data, viewing vendor performance on attributes, touchpoints, and their profiles, as well as allowing filtering to individual segments of interest.
Additional Insights:
In addition to customer feedback, marketers will learn useful information about vendor positions among survey respondents, test volumes for hospital labs and reference laboratories, and how point of care (POC) is impacting lab-based test usage. The ability to get more hands-on with the data can be helpful for the creation of presentations to internal audiences and focusing on either your brand’s performance or the performance of a competitor to better understand areas for improvement or opportunity.
Explore the full report to gain insights into customer experiences and how these insights can drive improvements and opportunities in the clinical diagnostics industry.
For further details and to purchase directly, please contact us.
Sample Report: A sample is available as a PDF upon request.
