The Science of Service: Elevating Customer Support in the Life Sciences 2024

Discover Life Science customers’ expectations and perceptions of their experiences with customer service and technical support.

To help suppliers understand the importance of customer service and technical support in purchase decisions and recommendations of life science suppliers, BioInformatics, part of Science and Medicine Group, designed a study that asked 414 global life scientists with recent customer service and/or technical support interactions about their most recent experience. The outcome is our newest report, The Science of Service: Elevating Customer Support in the Life Sciences. 

This report explores trends in customers’ experiences and expectations with customer service and technical support through both person-to-person channels and social media interactions since 2019.

Specific analyses in the report include: 

• Select trends from a prior 2019 study, highlighting key differences in customer behaviors and needs.
• A MaxDiff analysis to determine which attributes of customer service or technical support are most important to customers in their decision to repurchase from a supplier.

Objectives 

• Understand the importance of customer service and technical support in purchase decisions and recommending a life science supplier.
• Determine the relative and preferred usage and preference for different service/support channels.
• Identify the most and least important qualities of a customer service or technical support department in the decision to repurchase from a life science supplier.
• Identify attributes of “good” customer service and technical support, and where there is an opportunity for improvement.
• Benchmark satisfaction with customer service and technical support departments of key life science suppliers.
• Explore researchers’ most recent service/support experience.
• Understand the usage of public/social media channels to receive and comment on customer service and technical support.

Table of Contents 

• Study Overview and Objectives 
• Executive Summary 
• Demographics
• Overall Experience with Customer Service and Technical Support
• Exploration of Customer Service Experiences
• Exploration of Technical Support Experiences
• Methodology 
• About Us 
• Appendix 

Companies Mentioned

• Abcam (Danaher)
• Agilent Technologies
• ATCC 
• BD Biosciences 
• Beckman Coulter (Danaher)
• Bio-Rad Laboratories 
• Bio-Techne (R&D Systems, Novus Biologicals, ProteinSimple) 
• Bruker 
• Cell Signaling Technology 
• Corning Life Sciences 
• Eppendorf
• Cytiva / Pall (Danaher)
• IDT (Integrated DNA Technologies) (Danaher)
• Illumina 
• Leica (Danaher)
• MilliporeSigma / Merck 
• New England Biolabs
• Revvity
• Promega 
• QIAGEN 
• Repligen 
• Roche Molecular Systems 
• Santa Cruz Biotechnology 
• Sartorius 
• SCIEX (Danaher)
• STEMCELL Technologies 
• Tecan 
• Thermo Fisher Scientific (including all sub-brands, Applied Biosystems, Invitrogen, etc.) 
• VWR 
• Waters 
• ZEISS