Today IMV, part of Science and Medicine Group, the leading market research and business intelligence provider to the laboratory diagnostic industry, announced the second wave of category winners of the 2022 IMV ServiceTrak™ Clinical Laboratory Awards.
Best Customer Satisfaction: Sysmex
Best System Performance: Sysmex
Best Service: Sysmex
Best Customer Satisfaction: Diagnostica Stago
Best System Performance: Diagnostica Stago & Werfen
Best Service: Werfen
About IMV, part of Science and Medicine Group
IMV produces an annual series of proprietary ServiceTrak™ Clinical Laboratory reports derived from extensive phone and online interviews with laboratory testing professionals in hospitals in the U.S. These reports present an independent analysis of service trends in laboratory diagnostics and include manufacturer ratings for each instrument type. Laboratory professionals are asked to rate their level of satisfaction with the instrument manufacturers, the system performance, and the service received for their laboratory testing instruments. Satisfaction ratings are collected on a 10-point scale, in which 10 = “excellent” and 1 = “very poor.” Report analysis is based on the percentage of highly satisfied (%HS) responses, which are represented by satisfaction ratings of 9 or 10 on this scale.
The awards are presented to the manufacturer with the highest %HS responses in each of three categories, representing the industry Best of Customer Satisfaction, System Performance, and Service. The Best of Customer Satisfaction award is given to the manufacturer that has the highest %HS responses when respondents are asked to rate the likelihood they will purchase again from their current manufacturer. The Best of System Performance award is given to the manufacturer whose customers have the highest %HS responses when asked to rate their overall system performance. The Best of Service award is given to the manufacturer whose customers give the highest %HS responses when asked to rate overall OEM service performance.
This wave of the 2022 ServiceTrak™ Clinical Laboratory Awards are based on interviews conducted in 2022 with respondents in over 1,300 clinical testing locations having 1,554 instruments. These numbers are reflective of hematology systems and coagulation analyzers only. Probing on the customer experience from installation to instrument end of life, IMV ServiceTrak™ has been an industry benchmarking standard for over 25 years.
Sr. Marketing Manager
IMV Info Medical Information Division, part of Science and Medicine Group