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In this special study, we explore a few of customers' experiences with solving non-technical and technical problems, and their preferences when contacting life science suppliers' support departments.
This report is based on the responses of 278 life science researchers from around the globe who have had a customer service and/or technical support related problem in the last 6 months, completed this survey between March 8 and March 15, 2013.
Customer Service and Technical Support were defined in this study the following ways:
Customer Service: assistance provided after a purchase decision has been made related to order fulfillment, delivery and billing of products (e.g., a non-technical problem)
Technical Support: advice and assistance provided related to the use of a product/instrument and identifying the correct product for a particular application/experiment based on your technical needs
Readers of this report are encouraged to contact us with any questions or requests to explore this issue further and its implications for your current customer service and technical support offerings in 2013.