Benchmarking for 2024: Understanding the Life Science Customer Experience

Benchmarking for 2024: Understanding the Life Science Customer Experience

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.

Table of Contents (Topline Report)

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.

Companies Mentioned

1. Abcam

2. Agilent Technologies

3. ATCC

4. BD Biosciences

5. Beckman Coulter

6. Bio-Rad Laboratories

7. Bio-Techne

8. Bruker

9. Cell Signaling Technology

10. Corning Life Sciences

11. Cytiva

12. Eppendorf

13. IDT

14. Illumina

15. Leica

16. MilliporeSigma/Merck

17. New England Biolabs

18. Promega

19. QIAGEN

20. Revvity

21. Roche Molecular Systems

22. Sartorius

23. SCIEX

24. Tecan

25. Thermo Fisher Scientific

26. VWR

27. Waters

28. ZEISS

Ranked Touchpoints

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

Looking for deeper insights?

We recently hosted a free exclusive webinar where Dr. Danyi Wu, PhD, provided a preview of the report findings. Access the webinar on demand to explore key report findings, industry trends and benchmarks, and a hands on demonstration of how to navigate the Tableau workbook, providing a comprehensive walkthrough of the data and insights on how to leverage the report to enhance your customer experience strategy.

Watch the free webinar on-demand

Access the presentation slides