Benchmarking for 2022: Understanding the IVD User Experience
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.Kalorama conducted a 2022 survey of laboratory instrument users in the United States, Canada and Europe (included in respondents are 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.
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).
Vendors Covered in This Survey
The vendors covered in this survey were selected by respondents and include the following:
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