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 report is an essential tool to learn how the in vitro diagnostics industry is seen from the point of view of their customers.

Get the edge by learning what your customers think of your product, your brand, your marketing, your presentation and your service.

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).

Verbatims from laboratorians are also provided to give more insight into their perspectives on the attributes which make up each touchpoint.

There are hundreds of datapoints in this survey. In addition to the PDF & Power Point summary files, you will also receive a Tableau Data file which allows you to dive deeper into the data, viewing vendor performance on attributes, touchpoints, and their profiles, as well as allowing filtering to individual segments of interest.

In addition to customer feedback, marketers will learn useful information about vendor positions among survey respondents, test volumes for hospital labs and reference laboratories, and how point of care (POC) is impacting lab-based test usage.

The ability to get more hands on with the data can be helpful for creation of presentations to internal audiences and focusing on either your brand's performance or their performance of a competitor to better understand areas for improvement or opportunity.

Vendors Covered in This Survey

The vendors covered in this survey were selected by respondents and include the following:

Key Topics Covered:

Section 1: Overview

• Customer Experience Model for Clinical Diagnostics
• Touchpoint Attributes
• Performance at Each Touchpoint
• Delivering a Positive Customer Experience

Section 2: Clinical Diagnostic Vendor Rankings

Section 3: Methodology and Demographics

• Methodology
• Demographics

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SOURCE Research and Markets