Customer Satisfaction and Loyalty in the Life Sciences Boosting Profit Through Exceptional Service and Support

To build enduring loyalty, life science suppliers must constantly exceed customer expectations. Customer Satisfaction & Loyalty in the Life Sciences: Boosting Profit Through Exceptional Service & Support examines in detail what elements of customer service and technical support influence the customer's experience and drive customer satisfaction and loyalty. This report will enable suppliers to better understand the needs of life science customers for technical support and customer service. The data is presented in a way that supports cross-departmental decision making, including Marketing, Sales, Customer Service and Technical Support.

From the perspective of life scientists, this report is designed to:

* Evaluate how often customers require assistance from life science suppliers

* Specify the types of products that most often require customer service and technical support

* Profile the major reasons customers need customer service and technical support

* Disclose the most important qualities of effective service and support personnel

* Indicate the types of customer service that suppliers excel at providing their customers at the types of service offerings that need to be improved

* Explain how suppliers most often disappoint their customers

* Provide insight into how suppliers can increase customer satisfaction and distinguish their service commitment from their competitors

* Measure customer engagement with leading life science brands

* Identify a life science brand’s most willing (i.e., loyal and satisfied) customers

* Assess customers’ overall satisfaction with life science brands

* Quantify customers’ intent to repurchase specific life science brands

* Determine customers’ willingness to recommend a particular life science brand to colleagues and co-workers (i.e., Net Promoter Score)

* Reveal customers’ degree of emotional attachment to life science brands

Publication Date: August 2007

Pages: 129

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