| Measuring Customer Satisfaction Shows Thirteen | | | | Not surprisingly, 25% of current users cite cost |
| Industry Averages above "Very Good" out of | | | | as a major consideration when considering the |
| Twenty Factors Rated | | | | acquisition of a new system. Instrument reliability, |
| GREENBELT, Md., Jul 21, 2008 (BUSINESS WIRE) | | | | also at 25% runs neck and neck with cost, |
| from -- This just published report provides | | | | followed by service quality at 14%, system ease |
| objective, non-anecdotal customer satisfaction | | | | of use at 12%, test menu at 7%, quality of |
| results for Abbott Diagnostics, Beckman-Coulter, | | | | results at 7%, throughput/turnaround at 6% and |
| Olympus America, Ortho-Clinical Diagnostics, | | | | technological improvements at 5%. |
| Roche Diagnostics, and Siemens Healthcare | | | | OEM's provide service to 96% of their customers |
| Diagnostics and also calculates Industry Average | | | | in this year's survey, and service contracts |
| ratings. | | | | continue as the most common mode of service |
| The 2008 ServiceTrak Clinical Chemistry Report | | | | selected. On a scale of 1 to 6, where 1=very |
| measures customer satisfaction primarily related | | | | poor and 6=excellent, service engineer attitude |
| to Service. The results are based on telephone | | | | remains the highest-rated attribute in the survey |
| interviews conducted in 2008 with users | | | | at 5.55, followed by service engineer competence |
| representing 2,262 systems across the U.S. Thirty | | | | at 5.47 and service engineer meeting |
| different performance factors are measured. | | | | commitments at 5.34. |