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New England Biolabs Ranked #1 By Scientists in Customer Experience Survey

Scientists ranked New England Biolabs number one in overall customer experience for the second time since BioInformatics first fielded the survey in 2016. The results are published in the newest report, Benchmarking for 2019: Life Science Customer Experience, from BioInformatics, part of Science and Medicine Group. More than 800 life scientists were asked to rank their experience with their laboratory suppliers for each of 18 critical touchpoints across the entire customer journey — the prepurchase, purchase, and postpurchase phases. The report compares the corporate performance at each touchpoint and calculates an overall Customer Experience Score for each of 27 suppliers.

“Innovation isn’t limited to developing revolutionary new products. Innovation can also be incorporated in the ways customers find, buy, and use your products,” observed Nicole Camara, PhD, senior vice president for science and analytics at BioInformatics. “NEB has long set the standard for aligning its brand with the needs and values of its customers, and this commitment is reflected in its market-leading Customer Experience Score.”

Other high-scoring companies include Integrated DNA Technologies, Bio-Rad Laboratories, Cell Signaling Technology, and Eppendorf. Also of note were the companies with the most improved scores since the survey was first conducted. Among those successfully improving their customers’ experiences are Bio-Techne, Beckman Coulter, Leica Biosystems, and Tecan. The top-line report is accompanied by an interactive dashboard using Tableau to enable users to understand single and multiyear trends by region, market segment, customer age, and individual touchpoints.

More information on Benchmarking for 2019: Life Science Customer Experience can be downloaded from the BioInformatics website.

BioInformatics, now part of Science and Medicine Group, is the premier research and advisory firm serving the life science, clinical diagnostics, and analytical instrument industries. By leveraging our expert network of more than 50,000 life scientists, the company has supported more than 500 companies in creating insights that lead to better business decisions. Offerings include assessing the size and attractiveness of scientific markets, optimizing product configurations and pricing, validating corporate acquisitions, measuring customer loyalty, and evaluating brand strength and positioning.

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