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.
Sample Report: A sample is available as a PDF upon request.
