Beyond the Bench: Mapping the Life Science Customer Experience

A first look at market shifts, customer priorities, and emerging opportunities from the 2026 Life Science Customer Experience Report

Supplier relationships in life science aren’t built overnight; the average researcher has worked with their top rated suppliers for well over a decade. But long tenure alone doesn’t guarantee a strong customer experience, and the survey data shows real separation between suppliers on the metrics that matter most: overall satisfaction, communication during disruptions, and how well they’re integrating AI into the customer journey.

This edition of Beyond the Bench, BioInformatics’ free industry intelligence series, draws on survey based insights from The 2026 Life Science Customer Experience Report to show how researchers across academia and industry, spanning North America, Europe, and APAC, actually experience their supplier relationships, from top performing brands to the growing role of AI in how products get discovered, evaluated, and purchased.

Why Download This Data Highlights Sheet

• See which suppliers rank highest for overall customer experience, including New England Biolabs, QIAGEN, and Promega, and how average customer tenure varies by brand
• Understand how 748 researchers, 70% from academia and 30% from industry, break down by region, organization type, job role, and generation
• Get a first look at AI adoption in supplier interactions, including which AI powered tools are most used and where they’re delivering the biggest improvements in product discovery and selection
• Learn how global disruptions are affecting labs’ ability to procure products and equipment, and which suppliers are communicating most effectively through it

About Beyond the Bench

Beyond the Bench is a free industry intelligence report from Science and Medicine Group (SMG), delivering exclusive insights straight from your customers and key decision makers. Through the Science Advisory Board, SMG’s proprietary network of 55,000 plus niche industry experts, BioInformatics surveys hundreds of global life scientists and researchers to uncover emerging trends, challenges, and opportunities. These insights provide a unique lens into your market, helping you benchmark your strategy, anticipate industry shifts, and make evidence based business decisions with confidence.