Life Science Customer Support

Joan Evans j.evans at scienceboard.net
Tue Sep 22 07:36:25 EST 1998

Customer Service and Technical Support for Life Science Products

More than 700 members of The Science Advisory Board
(http://www.scienceboard.net) participated in a study to express their
opinions on the level of service and support that they receive from life
science vendors.  The responses to the 27-question survey indicate that,
in general, life science vendors are meeting the needs of life
scientists.  On the other hand, there are clearly two areas where
improvement is needed: more timely delivery of products, and improved
training for technical support representatives.

A summary of our findings, plus a selection of comments submitted by our
members has been posted in the Members Area of our website
(http://www.scienceboard.net)  Please select the link entitled "Past
Studies" to view the summary.

The 703 participants in this survey were drawn from our Research Panel,
61% of who are located in North America, and 29% in Europe.  Researchers
from Asia, Australia/New Zealand, Africa and Latin America made up the
remainder.  The majority of participants (66%) work in universities, 12%
in industrial labs, 8% in hospitals/medical centers, and 8% in
government labs.

The Science Advisory Board is an online panel of more than 3,700 life
scientists, physicians and other medical professionals from 66
countries.  If you have any questions regarding this study, or about
membership on The Science Advisory Board, please do not hesitate to
contact me directly, or stop by the Board’s Website!

Joan Evans
Membership Secretary
The Science Advisory Board

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