한글목차

생명과학 연구자들의 기대가 지속적으로 증가함에 따라 고객 경험을 이해함으로써 공급업체는 개선점을 파악하고 주요 경쟁사와 벤치마킹할 수 있습니다. 당사는 고객 경험 전략 개선을 목표로 하는 공급업체를 지원하기 위해 종단적 조사를 계속했습니다.

이 보고서는 여러 해(2016년, 2018년, 2019년, 2020년, 2021년, 2022년, 2023년, 2024년)에 걸친 28개의 서로 다른 공급업체의 실적을 자세히 분석하고 공급업체 전략이 시간 이와 함께 고객 경험의 점수를 어떻게 형성해 왔는지를 깊게 해소하고 있습니다. 2024년 판에서는 760명의 과학자들이 제품 인지, 선택, 서비스, 지원 등의 특정 터치 포인트에서의 경험을 평가하게 되었습니다. 응답자는 광고의 신뢰성, 제품 검색 용이성, 프로모션 및 가격 설정 만족도, 고객 지원과의 상호작용 등에 대한 인식을 조사했습니다.

대상 기업

목차 (톱라인 보고서)

목차

• 연구의 개요와 목적
• 주요 요약
• 인구통계
• 생명 과학 공급업체 순위
• Tableau의 조작
• 조사 방법
• 미국에 대해

목차 (Tableau)

• 고객 경험 프로파일
• 생명과학의 고객 경험
• 생명과학의 고객 경험의 트렌드
• 터치 포인트의 성능
• 사분면 분석
• COVID-19의 영향(2020년-2023년)
• 추가 질문과 인구통계
• 조사 방법

영문목차

As life science researchers continue to elevate their expectations, understanding customer experience enables suppliers to identify areas of improvement and benchmark against their key competitors. In 2024, we continued a longitudinal study to support suppliers looking to improve their customer experience strategy. The outcome is our latest report, "Benchmarking for 2024: Understanding the Life Science Customer Experience".

This study offers an in-depth analysis of the performance of 28 different suppliers across multiple years (2016, 2018, 2019, 2020, 2021, 2022, 2023, 2024), with a deep dive into how supplier strategies have shaped customer experience scores over time. In the 2024 edition, we asked 760 scientists to evaluate their experiences during specific touchpoints, such as product awareness, selection, service, and support. Respondents were probed on their perceptions of the believability of advertising, ease of searching for products, satisfaction with promotions and pricing, interactions with service customer support, and more.

The report includes a Tableau workbook and will allow you to:

• Uncover and compare single and multi-year customer experience performances for 28 leading brands.
• Explore touchpoint-specific trends since 2016.
• Gain insights into customer satisfaction drivers across different market segments and regions.
• Track generational shifts in customer experience expectations.

The Tableau workbook is fully interactive, and can be used to export charts for presentations, further research, or other needs. This will allow you to target your benchmarking to your customers. Want only to see YOUR company's information and survey responses and produce a report? You can do that. Want to compare your company against a few competitors? Use Tableau for this function. Our team can provide tutorials for navigating this report upon request.

This report equips teams with the insights needed to stay ahead in the competitive life science market. Understanding customer experience enables suppliers to cultivate relationships with current customers and build relationships with new ones.

Study Objectives:

• Understand and compare single and multi-year customer experience performance for 28 brands.
• Explore customer satisfaction on specific touchpoints associated with the pre-purchase experience, product experience, and post-purchase experience.
• Understand the relative importance of specific attributes for customer experience.
• Determine supplier rankings and long-term trends in customer experience since 2016.

Companies Mentioned:

Ranked Touchpoints:

• Product Awareness
• Product Knowledge
• Product Selection
• Product Integrity
• Service Provided
• Support Provided
• Satisfaction and Loyalty

Table of Contents (Topline Report)

Table of Contents

• 1. Study Overview and Objectives
• 2. Executive Summary
• 3. Demographics
• 4. Life Science Supplier Rankings
• 5. Navigating Tableau
• 6. Methodology
• 7. About Us

Table of Contents (Tableau)

• 1. Customer Experience Profile
• 2. Life Science Customer Experience
• 3. Life Science Customer Experience Trended
• 4. Touchpoint Performance
• 5. Quadrant Analysis
• 6. COVID-19 Impact (2020-2023)
• 7. Additional Questions & Demographics
• 8. Methodology

*Note: Trending is provided on most dashboards within the Tableau workbook for 2016-2024.