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BioInformatics LLC Announces New Market Report – Enhancing the Customer Experience: Insights and Life Science Supplier Rankings (13-002)

Arlington, VA (PRWEB) March 28, 2013

For life science suppliers who understand the value of managing the customer experience, this report provides detailed feedback on multiple touchpoints that provide opportunities to delight—or annoy—the customer. Twenty-five life science suppliers are ranked on pre-purchase, product-usage and post-purchase experiences.

The following companies are ranked in the report:

Agilent Technologies
BD Biosciences
Beckman Coulter
Bio-Rad Laboratories
Cell Signaling Technologies
Corning Life Sciences
EMD Millipore
Fisher Scientific
GE Healthcare
Life Technologies
PerkinElmer Life Sciences
R&D Systems
Roche Applied Science
Thermo Scientific

1,053 scientists were asked to rank their suppliers on customer touchpoints that occur during the time spent researching products, during the selection process and after the sale is made. Customers rated their experience on 22 attributes associated with their interactions with life science companies during various stages of the purchasing cycle:

Pre-Purchase Experience:        Product/Vendor Awareness
    Product/Vendor Knowledge
    Product Selection
Product Experience:    Product Integrity
    Vendor Service
Post-Purchase Experience:    Vendor Support
    Satisfaction and Loyalty

“A scientist’s emotional experience with a company can sometimes be the only differentiator in the eyes of that customer,” states Robin Rothrock, Ph.D., Director of Publications at BioInformatics LLC. Dr. Rothrock adds: “In today’s consumer-driven market, life science suppliers are called upon to know in a precise way what keeps their customers happy.”

To learn more about Enhancing the Customer Experience: Insights and Life Science Supplier Rankings (13-002), a complimentary Executive Summary is available at:

Download free executive summary

About BioInformatics LLC

BioInformatics LLC is the premier research and advisory firm serving the life science industry. By leveraging our professional social network of more than 71,000 life scientists, we have supported more than 500 companies and provided insights that lead to better business decisions. Our assignments include assessing the size and attractiveness of markets, optimizing product configurations and pricing, validating corporate acquisitions, measuring customer loyalty, and evaluating brand strength and positioning.

For more information, contact:

Mary Follin
Manager, Marketing/Sales
BioInformatics LLC
2111 Wilson Blvd., Suite 250
Arlington, VA 22201
703.778.3080 x13 (phone)

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